The Senior Technical Support Specialist role will be responsible for delivering first-class technical support to Eque2 customers, across our market-leading Enterprise ERP construction business solution, EVision; based on Microsoft Dynamics 365 Business Central. You will also lead the Enterprise EVision team from a technical standpoint.
The successful candidate will have proven previous experience with Microsoft Business Central (Financial Management module) and/or NAV/BC end-user experience (Financial Management module) as well as the relevant technical Support experience and skills.
This dynamic role, primarily based in our Newburn (Newcastle) office with hybrid working, offers flexibility for fully remote candidates, requiring occasional travel to Newcastle or Maidenhead as needed.
Key Responsibilities
Customer Support Operations
1. Provide prompt and courteous assistance to customers, via all available channels into Support, including email; phone and live chat.
2. Troubleshoot, diagnose and resolve software issues reported by customers.
3. Gather all relevant information required to fully understand a reported issue. This can include live video calls with the end user(s).
4. Point of escalation for the EVision Support team when required for technical advice and guidance.
5. Logging customer Support Requests in our ITSM Ticketing system; ensuring accurate and up-to-date information is recorded.
6. Replicate, test and report software defects or inconsistencies to the appropriate Engineering team; providing detailed steps to reproduce the issue.
7. Ensure Service Level Agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
8. Identify and escalate complex and/or critical issues to higher-level Support/Engineering teams; ensuring timely and effective resolution.
Customer Experience
1. Consistently strive to deliver first-class Customer Service.
2. Identify and create Knowledge articles to allow customers to self-serve.
3. Knowledge sharing with the EVision Support team around technical practices, ensuring new skills are understood and documented for use across the wider team, to better support the customer.
4. Bring your ideas forward around initiatives that improve customer satisfaction and loyalty.
Cross-Functional Collaboration
1. Work closely with Product, Engineering and any other internal Eque2 team, where required to resolve a Support Request.
2. Liaise with third parties and our partners, where required to resolve a Support Request.
Required Skills and Experience
Essential skills and experience
1. Minimum 3 years of experience supporting Microsoft Business Central (Financial Management module) and/or NAV/BC end-user experience (Financial Management module).
2. Bachelor’s degree in computer science; Information Technology, or related field (or equivalent work experience within a similar Technical Support role).
3. Excellent communication skills – concise and effective in both written and verbal formats; adept at tailoring information for technical and non-technical audiences.
4. Strong analytical skills with the ability to troubleshoot effectively.
5. A high degree of self-motivation.
6. Ability to work in a fast-paced environment; manage shifting priorities and implement changes quickly.
7. A strong Customer Service ethic with a drive to constantly improve the customer experience.
8. Experience supporting complex software products.
9. Ability to manage and prioritise workload and demonstrate a proactive approach.
10. A proven team player who builds strong relationships with teammates and rapport with aligned teams.
11. An understanding of accounting fundamentals and principles, and business reporting requirements.
Essential core technical skills
1. Microsoft Business Central – Financial Management module.
2. Knowledge of APIs (Postman).
3. Ability to use remote access tools.
4. Broad understanding of IT environments, operating systems, networking, or relevant technical areas within the organisation’s domain.
5. Proficient in Microsoft 365 apps.
6. Experience with Power BI.
Advantageous Skills
1. Experience with the following Business Central areas: Subcontractors; Contract Sales; Plant (Internal & External); GRNs; Site Requisitions (Material and Plant); Job Timesheets; Corporate Database; General Ledger; Purchase & Payables; Sales & Receivables; Projects; Inventory; Manufacturing; Timesheets; Fixed Assets & Resources.
2. Experience with the following third-party Business Central apps: Jet Reporting; Continia Document Capture; Continia Document Output; ZetaDocs & Expand-IT.
3. Knowledge of using PowerShell commands for management of Business Central configuration.
4. Knowledge of the construction industry.
5. Knowledge of ERP systems.
6. Experience working within a SaaS environment.
7. Experience in a fast-growing, preferably PE backed software business with turnover between £15m and £50m.
What we offer
1. 25 days holiday and an additional day for your birthday off
2. Enhanced Maternity Pay
3. Enhance Paternity Pay
4. Electric Vehicle Scheme
5. Cycle to Work scheme
6. Perkbox – includes a wide range of incentives such as gym memberships, free online workout classes, free access to qualified therapist (BACP) face-to-face or online, free access to GP 24/7 plus prescription deliveries worldwide
7. Employee Assistance Programme (EAP)
8. Death in service
Interview Process
1. 1st stage interview with the Head of Enterprise Support (f2f or remote).
2. 2nd stage technical interview (f2f or remote).
**Please note that we are currently unable to support Skilled Worker Visa applications.**
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