Application User Support Consultant (2nd Line)

Application User Support Consultant (2nd Line)


Job Spec...

  • Job Type: Permanent - Full-time
  • 38.25 hours (Monday to Friday)
  • Job Type: Permanent - Full-time
  • Hours: 38.25 hours (Monday to Friday)
  • Location: Stourport
  • Salary: Dependent on experience
  • Team: Software Support Team


  • Attractive salary package, dependent on experience
  • 25 days holiday plus bank holidays
  • Private healthcare
  • Employee benefits package including leisure, travel and retail discounts
  • Employee referral bonus scheme
  • Monthly dress down days
  • Company pension scheme
  • Free on-site parking
  • Development opportunities

Opportunity Overview...

An Application User Support Consultant plays an integral role within our Software Helpdesk Team whose primary function is to support and deliver exceptional service to our customers.

We’re looking for someone who can find solutions to challenges and naturally communicate and build relationships with our customer in a personable and professional manner. The perfect candidate will either have previous Application User Support experience or will have previous experience using ERP or Accounting software packages and they’re looking to progress their career as a Support Consultant.

Our Helpdesk Team comprises of 1st, 2nd and 3rd Line Consultants who record, manage and resolve customer incidents. The role of the 2nd Line Consultant is to manage incidents that are escalated from 1st Line Consultants. You’ll collaborate closely with the Sales, Account Management and Software Development teams to ensure ultimate customer satisfaction throughout their experience with us.

Our customer queries and support calls are varied and can range from quick fixes to full incident investigations. This means we’re looking for someone who can confidently adapt and apply themselves to any support call for a quick resolution. Our customers are at the heart of our company so it’s important, especially as part of our support team, that you’re as passionate about providing quality customer service as we are.

Key Responsibilities...

  • Help customers with their user support questions
  • Accurately log support incidents onto our IT service management system
  • Evaluate the customer’s request and where possible offer a resolution
  • Ensure our customers feel confident that their requirements will be addressed in a timely and effective manner
  • Act as the link between our customers and the teams within our Helpdesk structure
  • Ensure exceptional customer care and service is always delivered
  • Identify reoccurring customer issues, highlighting to Application Support Manager where necessary

Skills & Experience...

  • A good knowledge of ERP software systems, sales order processing, warehouse management and financials
  • Passion to deliver exceptional customer service
  • Willingness to study and learn business software procedures and products
  • A desire to build strong customer relationships
  • Excellent communication, organisation and time management skills
  • Confident, adaptable and personable

Next Steps...

Email our Recruitment Team at [email protected] with your CV and a covering letter telling us why you are perfect for this role.

If you have any questions about this vacancy, please call 01299 873 873.

We reserve the right to close any vacancy from further applications when we have received a sufficient number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role.

Reference 27/2019


Send your CV and covering letter telling us why you're perfect for OGL.

Email [email protected] or call our HR team on
01299 873 873 with any questions

We are currently recruiting for PHP Developer , Junior Desktop Engineer, External Account Manager Find out more >