First Line Support Analyst

K3 is a leading global supplier of integrated business systems to manufacturers and distributors. We have over 25 years' experience of delivering award-winning solutions for more than 3,000 customers across 20 countries. Our success is built upon world-class software, tailored, delivered, and supported by our highly experienced industry experts. To learn more about our company, please visit .

A First Line Support (FLS) Analyst provides support to our global customers, partners, and implementation teams. It is a customer-focused role, which involves logging and investigating cases received via multiple channels, resolving cases, and ensuring they progress to completion while keeping customers updated.

The role will require good knowledge of all of K3's core products and good knowledge of some non-core products. This knowledge is applied with methodical and logical problem-solving skills to carry out initial investigations of customer issues and work closely with other teams where further assistance is required. It also requires that FLS processes are followed and that every effort is made to ensure that customer Service Level Agreements are met.

The FLS Analyst should manage customer expectations and ensure that the reputation of our software and services is upheld and customer satisfaction is maintained or increased. You should be aligned to the evolving company culture, use, and contribute to the team's knowledge base.

Expect to be in our new office in the Science Park 2-3 days per week. In addition to normal working hours, you will be required to provide out-of-hours support (weekdays to 8pm, weekends, and Public Holidays 9-5:30) on a rota with other team members which will be paid extra.

Key Responsibilities

1. Respond to requests from customers, partners, and consultants regarding K3's software and hardware.
2. Resolve straightforward cases.
3. Proactively obtain required information from customers.
4. Deliver concise and informative customer updates using clear and precise language.
5. Prioritise work based on the Service Level Agreement.
6. Own cases through to resolution even if they are assigned to other teams.
7. Clearly and accurately document issues for further diagnostic of the root cause.
8. Liaise with FLS and SLS colleagues who may be located in other countries.
9. Adhere to established processes to ensure consistent results.
10. Identify known issues and document for the whole support team as well as adding other information to the knowledge base which will benefit the team and customers.
11. Judge when an issue should be escalated to management and expert technical teams.
12. Self-motivated, reliable, conscientious, and outcome-focused.
13. Provide out-of-hours support to customers on a rota with other team members.

Skills & Experience

1. Helping external customers via multiple channels.
2. An understanding of the business impact of a customer's issue.
3. A proven methodical problem-solving and technical mindset.
4. Understanding of databases and data analysis would be beneficial.
5. Skilled at simplifying and summarising a problem using clear and precise language.
6. Able to perform effectively under pressure and manage internal and external expectations around resolution timeframes.
7. Self-motivated and able to take responsibility but knows when to escalate if necessary.
8. Liaise and work closely with the appropriate teams on escalated functional and technical issues.
9. Can demonstrate examples of contributing to team spirit and trust through multiple methods including sharing knowledge in a structured format.
10. Customer-oriented with experience working in Retail or with Retail businesses an advantage.

With colleagues and customers all over the world, we have created a highly dynamic and international work atmosphere. The business that we are in is constantly evolving, enabling opportunities to further your professional and personal growth.

As a K3 employee, you can count on:

1. An attractive salary and benefits.
2. A stimulating and collaborative working environment.
3. Work-Life Balance.
4. A commitment to support you in your career.

At K3, we pride ourselves on offering equal opportunities regardless of race, nationality, cultural background, gender, age, marital status, maternity/pregnancy status, sexual orientation, gender identity, disability, religious or political belief.

We care that our business creates a diverse and inclusive culture where everyone is respected and can be themselves. We create a better and more sustainable business for our employees, our partners, the communities we work in, and our customers through building non-discriminatory procedures and practices. At K3, every individual has an equal chance to apply and be selected for posts pre-employment and an equal chance to be trained and promoted while employed with the organisation.