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Job Summary
Must be able to commute to Ipswich each working day.
Hours: Monday to Friday, 8:45am to 5:00pm
Salary: £26,000 to £30,000 per year, depending on experience
Recruitment agencies: MultiFreight is managing this recruitment directly and is not accepting applications or enquiries from agencies.
About MultiFreight
MultiFreight is one of the UK’s leading independent providers of software solutions for the logistics industry. We provide Freight Management, Customs and Warehouse Management software to customers throughout the UK and internationally.
About the Role
We’re looking for an experienced and enthusiastic Customer Support Administrator to join our Software Support team. Working with an experienced team, you’ll support customers by telephone, email and TeamViewer. You’ll investigate queries, troubleshoot software issues and take ownership of cases through to resolution.
This is a good fit if you enjoy understanding how software works, asking the right questions and digging into problems to find the cause and the right fix. It is a customer-facing software application support role, not a general IT infrastructure or desktop support position.
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Key Responsibilities
- Provide software application support to customers via telephone, email and TeamViewer
- Investigate and troubleshoot customer queries and software issues
- Take ownership of support cases through to resolution
- Keep customers informed of progress throughout the support process
- Recreate reported problems to help identify the cause of software issues
- Work with colleagues to investigate more complex queries
- Escalate software issues to the Development team with clear supporting information
- Help customers understand and make effective use of our software
- Build your knowledge of our software products and the business processes they support
About You
You have at least two years of relevant experience in software application support, or in a business environment involving extensive use of specialist software.
We’re particularly interested in candidates who have supported or regularly used business applications such as:
- ERP or business management software
- Accounting or CRM systems
- Freight forwarding and logistics software
- Customs clearance applications
- Warehouse or stock management systems
- Other specialist business software
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Experience in freight forwarding, logistics, customs clearance or warehousing would be a real advantage, although full training on our products will be provided.
You’ll need:
- Excellent troubleshooting and problem-solving skills
- Strong written and verbal communication skills
- A confident, professional and helpful approach with customers
- Good organisation and attention to detail
- The initiative to investigate problems thoroughly and own them through to resolution
- The ability to work independently and as part of a team
- A willingness to learn new software and business processes
Please note that general IT infrastructure, Microsoft 365 or desktop support experience alone is unlikely to provide the application support experience we’re looking for.
What We Offer
- Competitive salary of £26,000 to £30,000, depending on experience
- 25 days’ annual leave plus Bank Holidays
- Company pension
- Private healthcare
- Ongoing training and development
- The chance to build specialist software knowledge in the logistics industry
- A friendly and supportive working environment
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