Technical Support Consultant

Technical Support Consultant Location: Sheffield (Hybrid Working) Type: Full-Time Salary: £25k to £30k (DOE) About Us: Join a dynamic team at AIM Smarter where we provide cutting-edge order management and website solutions that empower suppliers and distributors to streamline operations. Our solutions help businesses with product sourcing, client quotes, orders, invoices, and include a built-in accounting platform. We also offer customizable e-commerce websites that help businesses showcase and sell products online. We're committed to delivering exceptional customer service and technical support, helping clients maximise the potential of our software. The Role: As a Customer Support Technician, you’ll play a critical role in ensuring our clients receive top-tier technical support. If you're passionate about technology, problem-solving, and enjoy interacting with customers, this role is perfect for you. You will troubleshoot ERP systems, provide guidance on best practices, and assist with custom development requests, ensuring a seamless client experience. Key Responsibilities: Offer expert support for our proprietary ERP software, resolving technical issues and enhancing customer satisfaction. Respond to customer inquiries via phone, email, and chat promptly. Guide customers through system features, configurations, and optimisations. Collaborate with internal teams to resolve complex technical issues. Document and manage customer interactions using our CRM system. Assist in the creation of support materials (FAQs, user guides, training docs). Support project-based requests, including custom development and website solutions. Identify and drive upsell and cross-sell opportunities within the client base. What We’re Looking For: Strong experience in technical support, ideally within ERP or SaaS environments. Familiarity with ERP systems and related business processes. Strong understanding of IT infrastructure and basic accounting principles (advantageous). Excellent problem-solving abilities with strong communication skills. Proven experience managing multiple projects in a fast-paced environment. Experience using CRM software and ticketing systems. Why Work With Us?: Hybrid working flexibility Continuous learning opportunities Collaborative and supportive work environment INDLS