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Software Support Analyst


  • Ref: SSA/MW
  • Location: Poole
  • Type: Permanent
  • Hours: Full-time
  • Salary: £25k - £30k basic + bonus + benefits

Have you gained experience from working on a busy help desk? Do you hold strong business software knowledge? Have you worked and supported large ERP systems?

Our client is looking for an experienced Software Support Analyst to join a well-known and established global software company based in Poole. Our client specialises in Business Management Software for growing machinery dealerships.

Job Description:

You will be part of a team of 17 software analysts who provide support to the company’s customer base throughout the UK and Ireland. This is an office – based role, focusing on the delivery of telephone software support to end user customers.


• Provide a high standard of customer service and support via the telephone and email - this will involve issue investigations, resolution or escalation.

• Continually develop knowledge of the entire software system and keep up to date with newly released software and upgrades.

• Communicate and collaborate effectively with other members of the Software Support Team to achieve high standards of service and customer satisfaction.

• Contribute to continuous improvement of the support call management process.

• Identify underlying causes of recurring software issues.

• Show strength in setting customer expectations and ability to handle basic complaints.

Experience required:

• 2 years minimum in a role using or supporting Business Management/ERP/Accounting software together with an understanding of support call management processes.

• Proven strong knowledge of accounting principles or accounting systems.

• Good general IT skills are necessary. A general understanding of system architecture (hardware, database, applications, desktops and printers) would be an advantage, as would knowledge of ODBC.

• Experience in the agricultural, construction or garden machinery industry would be an advantage.


• Positive, confident, self-motivated, autonomous and reliable.

• Strong verbal and written communications skills and an excellent telephone manner.

• Excellent interpersonal skills.

• Ability to communicate with and respect customers at all levels within a company.

• Strong analytical and problem-solving abilities, good attention to detail.

• Able to learn complex business software quickly and to think clearly when under pressure.

• Ability to work in a team to meet joint objectives and alone to meet individual responsibilities.


Michelle Windsor
01202 237129


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