Customer Support Analyst Indigo is a multi- award-winning software company with offices in the UK and Asia. Established for over 40 years the company is a leading global supply chain and logistics solutions provider, implementing warehouse management software for many reputable companies worldwide. We have an opening for a Customer Support Analyst to support our existing range of WMS products and future releases. This is an excellent opportunity to join a team of Support Analysts during an exciting time of growth. The r ole The role will be ideal for a career minded individual looking to utilise their interpersonal skills, develop their product knowledge and technical skillset. You will be working within an established support team in the UK and APAC o ffice s, providing support collaboratively via our global support portal, telephone, and the occasional customer s ite visit. Monitor, diagnose, triage and respond to incidents and service requests as they are reported by customers Actively identify and analyse Incident and Problem logs through to resolution via root cause analysis, providing service recovery, while managing client communications and expectations in line with ITIL standards Work with internal Programming, Development, Product and Project teams to complete application testing Assist in application installations and upgrades, working with internal and external stakeholders Documenting and maintaining knowledge base, articles along with training and process materials Essential Excellent c ommunication skills, complemented with a h igh level of written and spoken English Experience using SQL (Structured Query Language) using statements and a solid understanding of using SQL to check tables, libraries and relational databases. Strong problem-solving skills and the ability to own i nvestigations through to their completion Educated to a Degree level or 3 year experience in an application support environment Ability to multitask and to prioriti s e workload to SLA under tight deadlines Desirable Knowledge of JavaScrip t Knowledge of Warehouse Management Systems Knowledge of UAT ( User Acceptance Testing ) including System, Unit, Regression and Acceptance testing Experience of working in an ITIL or DevOps environment and/or formal qualification s, such as ITIL V3/ V4 Additional Information The role is f ull-time with h ybrid w orking ( three days in the office) and a 24/ 5 Support function Reporting to the Customer Support Manager ( based in the UK) Aptean Indigo offers a competitive salary package with on-going training being provided in any areas deemed necessary in line with a personal development plan. We aim to promote within to match our employees career aspirations and business requirements. About Us Aptean is a private equity backed software company that connects companies in specific industries with specialized software solutions. In today’s fast-paced, highly competitive economy, organizations don’t have time to waste forcing homegrown software, spreadsheets, and one-size-fits-all solutions to do things they were never designed to do. Aptean is on a mission to end those workarounds with streamlined industry-specific software solutions. That’s why over 4,100 highly specialized organizations in more than 20 industries and 54 countries rely on us to simplify their everyday operations. If you share our mindset, you can share in our success. To find out more about joining Aptean, get in touch today. Learn from our differences. Celebrate our diversity. Grow and succeed together. Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base. “At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” - TVN Reddy