Application Support Analyst

Baseplan Software is a well-established and fast-growing ERP Software Company providing equipment and rental management software for a diverse range of market leading customers. The role will be in our busy and dynamic Customer Service team providing exceptional first- and second-line functional support for Baseplan customers.

• Provide first line functional support to Customers, liaising directly with them to resolve complex queries (e.g. application queries, training, reports, user documentation).
• Maintain a high degree of customer service for all queries, providing concise and accurate information
• Prioritize Customer issues and escalate business critical issues in a timely manner
• Contribute solutions to the FAQ database
• Direct complex queries to the correct queue for resolution
• Identify chargeable activities
• Effectively communicate with all team members
• Ensure administration, such as time sheets are completed timely and accurately

• Excellent English verbal & written communication skills.
• Strong Customer Service focus
• Excellent attention to detail and ability to solve problems.
• Logical Decision making and ability to take initiative.
• Must be organized & display good time management skills.
• Ability to work with interruptions & multi-task.
• Strong sense of achievement (results and delivery oriented).

• Experience working with ERP systems.
• Understanding of business and accounting processes.
• Experience using Jira Software
• Experience in the Rental and/or Equipment Servicing industries.

• Must be a US Citizen or Green Card Holder. Unfortunately, we cannot sponsor visas at this time.
• Salary range: $75,000 - $85,000 predicated upon experience

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