Job Description

Reflex Data are an IT company based in Hull with over 30 years of experience, developing and maintaining our Mertex ERP software application and integrated solutions. Due to our continued growth in the UK and in overseas markets we are now looking to recruit a Software Support Analyst.

The successful candidate will be joining an expanding team and play an important role within the Support team working with our customers of the software.

Software Support Analyst - up to 26k - Permanent - Full Time - Monday to Friday, with participation in a rotating evening shift pattern to support US business hours.

Training in our support systems and software product will be provided to assist you as you grow and develop within the role and enhance your career.

It is expected that you will have a logical mind, are motivated by problem solving and enjoy working with customers.

This is a fantastic opportunity for anyone looking to utilise their business systems knowledge in a career within a Software Support role with an innovative employer driven to deliver year-on-year growth within our sector.

Main Duties and Responsibilities

Reporting into the Support Manager, you will be responsible for the resolution or escalation of incidents reported through the Service Desk and take the lead in providing end to end support for our respected customers. Manage customer communications on logged faults and service requests in line with our Service Level Agreements (SLAs) Attend and contribute to Support team meetings Update all the cases accurately and in a timely manner Contribute to the teams working targets and deadlines Contribute to the knowledge databases Work with 3rd party support providers Work with other specialists in our teams and departments

Essential Skills

Strong problem solving and analytical skills Good communication skills and customer handling skills Confident and professional work ethic Ability to plan and carry out work on your own or as part of the team

Desirable Skills

Experience supporting or using a finance and/or business management system. An understanding of application support and architecture. Be commercially aware of business functions Good time management and organizational skills
Benefits

Salary range up to 26k Flexible working policy 25 days holiday entitlement plus the 8 days statutory holidays. Free parking on site Free coffee/tea 5% of salary pension contribution Performance related bonus Death in service (4 times salary) Cycle to work scheme
Schedule:

Full-time (37.5 hours per week), Monday to Friday, with participation in a rotating evening shift pattern.
Job Types: Full-time, Permanent

Pay: Up to 26,000.00 per year

Benefits:

Additional leave Casual dress Cycle to work scheme Life insurance On-site parking
Experience:

Customer support: 2 years (required) Business Management Systems: 2 years (preferred) Software Support: 1 year (required)
Work Location: Hybrid remote in Hull HU4 7DY