Software Support Technician

About the role

This role involves managing 1st and 2nd line support cases for manufacturing and ERP software products. You will work within a close-knit team to diagnose and resolve customer issues while contributing to the knowledgebase and leveraging AI tools. The position offers the opportunity to develop deep expertise in manufacturing ERP systems within a growing software ecosystem.

Responsibilities

• Manage incoming support queue for direct customers and reseller partners via phone, email, and tickets.
• Diagnose and resolve technical issues using the knowledgebase and product expertise.
• Investigate configuration and data issues, including executing SQL queries.
• Escalate complex cases with detailed reproduction steps.
• Maintain clear communication with customers and partners throughout the support process.
• Contribute to the internal knowledgebase to improve future resolution efficiency.

Required skills

• Sage 200
• Customer service
• SQL
• Troubleshooting

Nice to have

• Cim200
• Sicon Manufacturing
• Sage 200 Manufacturing
• Manufacturing concepts
• AI tools

Benefits

• Flexible working
• Private healthcare scheme
• 26 days annual leave
• Electric vehicle salary sacrifice scheme
• Cycle to work scheme
• Employee benefits and discounts programme

About the Company

Everfield acquires, builds, and grows European vertical market and specialist software companies, providing them with operational support and expertise. CIM Software, part of the Everfield ecosystem, specializes in manufacturing and ERP software solutions including Cim50, Cim200, and the cloud-based Cim360.cloud.