1st/2nd Line Software Support Analyst – ERP SaaS

This range is provided by Khaos Control. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

We’re on the lookout for a driven and customer-focused 1st/2nd Line Software Support Analyst who thrives on solving real-world business problems through smart, technical solutions.

In this role, you won’t just be fixing issues - you’ll be guiding customers through technical challenges, delivering expert support, and helping to optimise their use of our software. From resolving complex tickets and mentoring 1st Line teams, to liaising with development for long-term solutions, you’ll play a key role in ensuring smooth operations and outstanding service.

If you're a strong communicator with a problem-solving mindset and a passion for technology, this is your chance to make a real impact in a fast-paced, collaborative environment.

The Role at a Glance:

• 1st/2nd Line Software Support Analyst
• Grantham, Lincolnshire Office - Hybrid Working - 3 days per week in the office during onboarding, 2 days per week in the office thereafter
• Plus Complete Benefits Package Including Enhanced Pension and Life Cover, Performance Bonus and More…
• Full-Time Monday - Friday – Permanent
• Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do
• Company: Khaos Control - Award-Winning ERP SaaS provider powering SME retail

Your Background / Skills:

Remote Desktop Experience. SQL knowledge would be advantageous. Excellent Problem Solving and Communication skills.

The forefront of technology in the eCommerce, retail, wholesale, warehouse management and logistics sectors.

With over 20 years of experience under our belt, we provide solutions to put businesses in full control of their day-to-day operations. We focus on creating, implementing, and supporting business management solutions for businesses of all sizes.

If you want to accelerate your career to the next level, then this is the place to be. We strive to find the best of the pack when it comes to new staff, because we know that with motivated, self-disciplined people we don’t need rules and regulations to enforce behaviour. As a result, our team thrives from a more relaxed working environment. If that sounds good to you, then we’d love to hear from you.

The Opportunity:

We’re looking for a proactive and passionate 1st/2nd Line Software Support Analyst to join our dynamic support team. In this customer-facing role, you’ll bring your strong communication skills, analytical thinking, and problem-solving abilities to deliver exceptional service and technical expertise.

With a keen eye for detail, excellent organisational habits, and a talent for report writing, you’ll help drive issue resolution and continuous improvement.

What your day-to-day might look like:

• Take ownership as a 1st/2nd Line Software Support Analyst, delivering remote support that keeps our customers running smoothly.
• Be the go-to expert for our 1st Line team - guide, mentor, and elevate their skills while helping resolve escalated issues.
• Serve as a trusted point of contact for customers, building strong relationships and ensuring a seamless support experience.
• Keep everything running efficiently by accurately updating our CRM/ticketing system in real time - every detail matters.
• Dive into incident resolution and root cause analysis, helping to prevent future issues before they start.
• Ability to replicate problems and validate issues, using localised environments and copies of anonymised customer data.
• Collaborate closely with 3rd Line teams, such as Application Management, Development and Testing-QA, to crack complex technical challenges and deliver high-quality fixes.
• Go beyond support - deliver exceptional customer service that builds trust and long-term partnerships.
• Participate in workshops and improvement sessions, bringing your ideas to the table to help shape smarter systems and better experiences.

What we’re looking for:

• Solid understanding of remote desktop environments and networking
• Experienced in supporting ERP Software Applications or similar applications.
• Confident communicator - comfortable providing remote support and guiding customers through solutions
• Experience configuring software on PCs remotely
• A problem-solver mindset with a proactive approach to troubleshooting and customer care
• Ability to identify recurring issues and collaborate on long-term fixes with our Development team
• Strong understanding of how software and types of issues can impact customer operations
• Clear, confident communicator - skilled at explaining both simple and complex issues to customers and stakeholders
• Comfortable creating and reviewing knowledge base content, offering constructive feedback
• Calm under pressure, empathetic to customer needs
• SQL and C# knowledge are a bonus - not essential, but definitely welcomed!

What’s on Offer:

• Starting salary of £25k to £29k, based on ability, skills, and experience
• Monday to Friday
• Hybrid working an option
• 23 days holiday (option to buy 4 additional) + bank holidays
• Life cover x4 of salary
• Enhanced employer pension contributions
• 24/7 GP access and employee wellbeing services
• Subsidised gym membership

Khaos Control is an equal opportunities employer and welcomes applications from all qualified candidates.