Application Support Technician

Job description

Are you a natural problem solver who prides themselves on delivering excellent customer support?

Are you a technically minded individual looking to broaden your IT and business knowledge experience?

Would you enjoy being an integral part of a successful, innovative SaaS business with an excellent reputation in their industry?

If you have answered yes to these questions, we would love to hear from you!

We have a brilliant opportunity for a dynamic, diligent and proactive individual to join our team as an Application Support Technician. We are proud to be a customer-centric business and pride ourselves on delivering exceptional high-level support to our clients, and a key part of that is our support service for which our customers hold us in high esteem. Therefore, we are looking for a technically minded, natural trouble-shooter with fantastic customer service skills who will be an excellent representation on our behalf to provide 1st and 2nd line support for our customers. 

The Application Support Technician role will build up a breadth of knowledge of our clients/trading partners and their relevant document types. Every customer's requirements are different, which presents itself with new challenges and opportunities to broaden your IT and business knowledge experience. 

This is a fantastic opportunity to join an innovative and dynamic SaaS business with an enviable reputation. You’ll be working with a great team full of knowledge and experience, providing the successful candidate with plenty of opportunities to learn and develop within this role. 

Who is EDI PLUS?

At EDI PLUS we have been connecting businesses for over 20 years. With our flexible, secure and hosted EDI platform we help businesses streamline their digital trading to bring improvements to both the top and bottom line.

The key for businesses in reducing costs and serving customers more effectively is the ability to integrate with suppliers. We provide solutions to enable the automation of these processes. Electronic Data Interchange (EDI) allows businesses to share data with all of their trading partners in real-time with their systems interacting seamlessly and autonomously together. Businesses can get full visibility of their data ensuring they are always up to date throughout the life cycle of an order all the way through to a paid invoice. This can be achieved with minimal change, minimal effort and at a minimal cost using our cloud-based EDI services.

Our exciting and well-established business provides SaaS facilities to an impressive list of clients, working with leading brands such as McDonald's, Costa Coffee, Whitbread, Campari, Barbour, Kawasaki, Topps Tiles, PC World and several Independent Co-ops. Our commitment to service is the highest in the industry. From understanding our client’s requirements to designing the right solution and managing the implementation from end-to-end, we always aim for 100% satisfaction. We partner with our customers to continuously evolve their technology, creating innovative solutions to their problems that help meet their business goals and vision with a confident, agile, and commercially flexible approach.

EDI PLUS is a division of itim Group Plc, a global retail software provider that has developed an industry-leading omnichannel platform that empowers multi-channel retailers to accelerate their digital transformation towards omnichannel excellence. itim provide retailers with a complete end-to-end solution as a modern, flexible and lower-cost alternative to the traditional ERP system that helps enable greater customer-centricity, true omnichannel capabilities and increased profitability.

Role Responsibilities 

  • Locating and handling EDI translation failures in our bespoke software.
  • Handling customer queries and liaising with our customers/trading partners through our ticketing system and by telephone.
  • Tackling new challenges on a daily basis – no two days are the same!
  • Proactively checking our systems to confirm that time-critical documents have been received and processed successfully.
  • Setting up and maintaining data communications (FTP, email, VAN, AS2 etc) connections with our trading partners.
  • Creation and updating of wiki pages for internal procedures/reference.
  • We operate an Out of Office Support service which is covered on a rota basis. This would be included in the role once proficient.

Job requirements

What we’d like from you

  • You are a born trouble-shooter! You love to take on new technical challenges and thrive on locating (and possibly fixing) problems you may never have seen before.
  • You want to help customers, whether dealing with technical specialists or the non-technical.
  • Good IT literacy, including familiarity with Microsoft software; Windows, Excel, Outlook, Word, files.
  • Attention to detail with good keyboard skills.
  • Logical thinker with the ability to follow written procedures.
  • Excellent prioritisation skills. You will need to be able to handle multiple tasks at once and to be able to prioritise when urgent cases arrive.
  • Excellent communication skills.
  • Team player – must thrive working as part of a team and with own tasks.
  • Must be able to work under pressure.
  • Knowledge of business document types and data communication methods would be useful but not critical as full training will be provided.

The following would be a great advantage:

  • A technical IT background with an understanding of IT systems and networks

Why choose EDI Plus?

  • Make A Difference - the chance to be part of a progressive company that’s adding real value to its industry with innovative solutions
  • A Connected Company Culturework alongside great people! We genuinely care about our employees and foster a people-first approach with a strong collaborative, autonomous and friendly working environment
  • Hybrid Working Patterns - have the flexibility to work from home and in the office 
  • & Other Fantastic Benefits – such as private medical insurance, pension contribution, casual dress code, on-site parking

Salary: £24,000 - increasing to £28,500 as you progress with training 

Location: Plymouth Science Park / Work From Home

Job Type: Full-time, Permanent 

Hours: Monday to Friday 9am to 5:30pm, with an additional out of hours rota once experienced

itim and EDI PLUS are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.