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2nd Line Software Support Consultant

OGL Software Ltd

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Location:
United Kingdom , Stourport-on-Severn

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Our Software Support team is the backbone of customer success, helping businesses get the most out of our solutions. We have a friendly and supportive environment where our 1st, 2nd, and 3rd Line Consultants work together to record, manage, and resolve customer incidents. As a 2nd Line Support Consultant, you’ll step in to tackle escalated queries, diagnose issues, and deliver solutions - ensuring every customer receives a first-class support experience. You’ll also collaborate closely with Sales, Customer Success, Delivery, and our Software Development teams to provide seamless support throughout the customer journey.

Job Responsibility:

  • Respond to customer calls with professionalism, empathy, and efficiency
  • Investigate and resolve software issues
  • Help customers navigate the prof.ITplus system
  • Manage service requests, monitor tasks, and resolve incidents while staying on top of SLAs
  • Act as the key escalation point for the 1st Line Support team
  • Assist with data exports and integrations using ODBC, MySQL, and Microsoft Office tools
  • Evaluate customer requests creatively, offering innovative solutions
  • Identify and pass complex issues to the 3rd Line/Development Team when needed
  • Ensure customers feel reassured that their concerns are being handled promptly and effectively
  • Identify recurring issues and share insights with the Support Management team to drive continuous improvement

Requirements:

  • Experience supporting ERP solutions or other software applications
  • Enjoy tackling technical challenges
  • Problem-solving skills
  • Personable approach
  • Ability to investigate and resolve software issues including backend configurations, database queries, or system processes
  • Ability to assist with data exports and integrations using ODBC, MySQL, and Microsoft Office tools
  • Ability to identify and escalate complex issues
What we offer:
  • Hybrid working option
  • 25 days of holiday plus 8 bank holidays
  • Option to buy or sell additional holiday days
  • Private healthcare
  • Support for learning, development, and career growth
  • Employee reward board
  • Company social events
  • Referral bonus scheme
  • Free on-site parking

Additional Information:

Job Posted:
January 01, 2026

Expiration:
January 07, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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