Job Description

Here at Mysoft, we're on a mission to enable our customers to unlock their business potential via Sage X3, Sage Intacct, as well as our own complimentary propriety X3CloudDocs solution. We are the longest standing Sage X3 partner in the UK with over 450 years of combined expertise in the sale, implementation, development and support of Sage X3. Helping our customers grow and evolve their business, arming them with the tools and skills to perform at their best, is at the heart of what we do!

Are you passionate about delivering exceptional customer support and solving complex software issues? Do you thrive in a collaborative environment, building strong relationships with customers and colleagues alike? If so, we'd love to hear from you!

At Mysoft, we're looking for a dedicated Support Analyst or Consultant to join our team, depending on your level of experience. You'll play a key role in supporting our customers by resolving issues with Sage X3 ERP, Sage Intacct, and Mysoft's proprietary X3CloudDocs solution and plugins. This is an exciting opportunity to work with cutting-edge software while growing your skills in a supportive, hybrid working environment.

What you'll be doing...

Serve as the first point of contact for customers, diagnosing software issues and providing advice, assistance, and solutions. Own the full incident lifecycle, from logging and tracking issues to resolution, while ensuring SLA compliance. Keep customers updated on progress and maintain strong relationships throughout the issue resolution process. Collaborate with internal teams to address challenging and varied customer queries. Contribute to an environment of customer advocacy, ensuring satisfaction, retention, and business growth.
As a

Support Consultant

, you will also...

Understand the customer issue and the business impact, ensuring the call is given the correct priority. Have effective call list management skills; keeping on top of calls, clearing quick wins, identification of urgent issues and continuous reprioritisation as new issues arise. Record accurate, detailed information and track support calls and queries from creation to completion. Achieve the quickest possible resolution for all customer issues, keeping the customer updated and assured with call progress. Effectively own calls from the time logged, taking responsibility for liaison with colleagues, third parties and the customer when multiple inputs are required. Clearly document the cause and solution to any issue to assist others should a similar issue arise. Recognise where customers log repeat issues that have a broader impact and work with the team to find a permanent solution. Work with colleagues to resolve challenging and varied queries. Identify and progress commercial opportunities with discretion. Attend customer and internal meetings as required.

What we're looking for...

Previous experience in a customer-facing role, diagnosing and resolving software issues, ideally Enterprise Resouce Planning software, ideally Sage X3. Familiarity with ticketing systems like Freshdesk, Jira, Zendesk, or ServiceNow. Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Analytical and methodical approach to resolving software problems. Competency in Microsoft Excel (intermediate level) and other MS Office tools. Excellent customer service skills, going above and beyond to deliver solutions. High attention to detail and ability to work under pressure. Effective time management skills, with the ability to prioritise tasks. Collaborative and independent, sharing knowledge and solving problems as part of a team. Willingness to grow product knowledge through ongoing learning.
For the

Consultant

role you will also need....

Extensive knowledge and experience of working with SageX3. In-depth knowledge of software testing and or troubleshooting. Knowledge of business processes in the distribution and/or finance sectors. Competence in Microsoft Excel and other MS Office programs.
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Working for Mysoft

Working for Mysoft you'll join a great team of professionals who are passionate about adding value to our customer's businesses. On offer is a competitive starting salary, 25 days holiday, Healthcare Cash Plan, Employee Assistance Programme, Volunteering Leave, discretionary paid sick leave and hybrid working. We're set in leafy Church Crookham (GU52 0RJ) with free car parking available.

How to apply

Sound like the job for you? Then send us your up-to-date CV, with a short note telling us why you're interested!

Applicants must be able to work in the UK on an unrestricted basis. No Agencies please.

If you have not received a response within two weeks of your application, please assume that on this occasion your application has been unsuccessful.

Job Types: Full-time, Permanent

Benefits:

Company events Company pension Free parking Health & wellbeing programme On-site parking Paid volunteer time Referral programme Work from home
Ability to commute/relocate:

Fleet GU52 0RP: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you have customer support experience in resolving software issues? Do you have experience of Sage X3 customer support?
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Fleet GU52 0RP