Escalation and Support Coordinator

This is a unique role for a technical individual to join a leading ERP integration software provider in Leeds as an Escalations and Support Coordinator.

Key Benefits:

• Up to £35,000 pa, dependent on experience
• Flexible Hybrid Working (3 days in the office and 2 days from home, after probation)
• 4.5 day working week – 33.75 hours
• Excellent Career Development Opportunities
• Employee Health Cash Plan

The Role and Responsibilities…

This role will see you acting as a bridge between support, development, and implementation teams. You will be responsible for managing the escalation process, conducting QA product/unit testing, and assisting in installations. This hybrid role requires a keen ability to multitask, excellent time management, and effective communication skills, as you will interact with both colleagues and clients, ranging in technical proficiency.

Escalations:

• Manage the escalation process between support and development teams.
• Managing Azure DevOps, gain full understanding of escalation and ensuring it is well documented.
• Assess the impact, priority, and severity.
• Develop understanding of functional specification, reproduction details and acceptance criteria.
• Produce release notes.
• Manage the queue and work closely with the team to prevent delays or ticket loss.
• Maintain communication with technical support.

QA Product/Unit Testing:

• Ensuring all software and instances in the QA environment are up to date.
• Liaising with support on any necessary environment changes
• Collaborating with development on new software releases and associated release notes.
• Identifying and specifying details of required unit tests.
• Planning, deploying, and reviewing unit tests.
• Contribute to CI/CD processes within the QA environment.

Installation:

• Undertake technical installations following pre-requisite details and agreed plan.
• Improving the documentation and automation of installations and pre-requisites.

Key Skills and Experience…

• Experience in managing a software life cycle, including working with specifications, release management, and testing.
• Prior QA testing experience.
• Basic SQL Server query experience.
• Willingness to learn and understand the XSLT transformation language.
• UK resident and unrestricted right to work in the UK.

Desirable Technical Skills:

• Experience supporting ERP solutions or exposure to them in a user environment.
• Experience of EDI standards and systems.
• An understanding of the concepts of APIs and Web Services.
• Experience of more advanced SQL Server concepts such as views and stored procedures.
• Exposure to any level of coding in C# or Java.

If you feel you are suitable, please apply today by submitting your CV to jonny@wearemarmion.com. Alternatively, to discuss the opportunity further, please contact Jonny McPartland directly on 07375 675 049 / 0113 332 0678.

Thank you for taking an interest in the role advertised. We'd like to confirm that each CV received is read thoroughly by a trained consultant; if your application is shortlisted then you will be contacted via telephone in the first instance. If we have not contacted you within 5 working days of your application, please understand that the CV received, and the information provided does not meet the requirements of the role. However, we endeavour to consider all applicants for future opportunities; should you wish to speak to the named consultant about your application, please contact us directly.