About Us

At WinMan we are both the authors and distributors of a highly scalable and class leading ERP business solution for a broad range of manufacturing, retail and distribution companies.

We deliver tailored solutions, optimising operations and empowering our users with exceptional service and innovation. WinMan is our on-premise product designed to be feature rich, affordable and configurable. WinMan Cloud is our fully integrated Cloud ERP platform, with a wide-ranging set of features.

We have an extensive user base in the UK, USA and around the world.

We pride ourselves on being a great place to work. We believe that collaboration is key to success, and we strive for excellence in everything we do, setting high standards and continuously improving our processes, products and services.

We offer competitive salaries, generous benefit packages and the opportunity for flexible working.

Job Summary

We are seeking a detail-oriented and proactive Application Support Analyst to join our dynamic team.

You should be a highly skilled and customer-focused individual with excellent communication skills who enjoys communicating with end users. You will be responsible for troubleshooting and solving technical issues related to the WinMan ERP software whilst providing excellent customer service. The stated the stated operating hours of the support function are (9:00 am to 5:30 pm - UK time).

Main Tasks

• Accurately logging requests on WinMan as reported by our customers, via telephone, portal and Email.
• Acting as the first point of contact for our customers with WinMan related issues.
• Promoting the online customer portal.
• Identifying new case/query priority and assigning resources accordingly.
• Managing individual cases to ensure satisfactory outcomes for our customers.
• Investigating and solving complex customer issues.
• Maintaining up to date skills and knowledge to support the WinMan product.
• Liaising with other departments to ensure timely resolution of cases.
• Writing, editing, and revising our internal knowledge base.
• Clearly documenting problems and resolutions.
• Identifying and escalating complex issues to ensure a prompt resolution.

Qualifications, Experience and Personal Attributes

Qualifications

Desirable

STEM degree or similar.

Experience

Required

• High level of numeracy and literacy.
• High level of computer literacy.
• Working knowledge of T-SQL.

Desirable

• Previous experience working in a KPI-driven support environment.
• Understanding of business processes in manufacturing, distribution.

Communication and Personal Skills

Required

• Excellent problem solving and analytical skills.
• Focussed on accuracy and quality.
• Outstanding attention to detail.
• A professional friendly manner when dealing with all customers.
• Excellent communication and interpersonal skills, both written and verbal.
• The ability to relay technical information to non-technical users.
• Great team player who can establish effective working relationships with customers and colleagues.
• The ability to learn quickly and a commitment to learning and development opportunities to enhance continuous professional growth.

Job Type: Full-time

Pay: £30,000.00-£38,000.00 per year

Schedule:

• Monday to Friday
• No weekends
• Overtime

Ability to commute/relocate:

• Birmingham, B24 9FD: reliably commute or plan to relocate before starting work (preferred)

Language:

• English (required)

Work Location: Hybrid remote in Birmingham, B24 9FD