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Support Consultant

Work from home
Monday to Friday (with an on-call weekend rota)

About Us:
Cooper Software is a leading technology consultancy delivering successful and innovative business change to its clients. As a systems integration specialist Cooper Software focuses on making its clients’ business systems work harder for them. Whether that’s implementing an ERP system to meet unique business processes, enhancing systems with bespoke applications, or providing round the clock support using specifically developed skills, tools and utilities, Cooper Software has the breadth and depth of technical knowledge to ‘Make It Work’.

Cooper Software is an IFS Gold Channel Partner and a certified IFS Reseller. Since being founded in 2005, it has grown to become one of Europe’s largest independent provider of products, consulting services and 24/7 support for ERP. Cooper Software has provided over 1,500 enterprise solutions for over 300 clients all over the world. Cooper Software is headquartered in Fife, Scotland.

What will you do?
The Support Consultant will provide assistance and support to IFS users within the contracted service level agreements. The ideal candidate will be responsible for resolving client issues, offering guidance on system usage, and ensuring a seamless experience with our IFS solutions. 

Key Responsibilities:
       •    Provide timely and effective support to clients using IFS solutions and Cooper Software products, addressing any issues or concerns that arise.  This support may be pre or post implementations, upgrades, improvements or business as usual. 
       •    Monitor and respond to incoming issues and communications on the Service Desk and manage and take ownership of faults logged, through to a successful and acceptable solution.
       •    Communicate with clients to understand their needs and provide guidance on best practices for utilising the IFS system and solutions.
       •    Troubleshoot and resolve system issues, working closely with the technical team to ensure prompt and effective resolution.
       •    Document and track client enquiries and reported issues, maintaining comprehensive records of all support activities. 
       •    Collaborate with the development team to identify and report software bugs and suggest improvements to enhance the user experience.
       •    Provide regular feedback to the management team on common issues, trends, and client feedback to facilitate continuous improvement of the IFS services.
       •    On call rota to support critical issues for 24x7 support customers

What will you need?
       •    An IFS Practitioner qualification (if you do not have a qualification this must be achieved during your probation period).
       •    In-depth knowledge of IFS systems, including their functionalities, modules, and configuration options, to provide effective support to clients.
       •    Proficiency in identifying and resolving issues within the IFS system, demonstrating strong problem-solving abilities.
       •    Excellent customer service skills to effectively communicate with clients, understand their needs, and provide timely and satisfactory solutions to their IFS-related concerns.
       •    Strong communication skills, both verbal and written, to explain technical concepts and solutions to clients with varying levels of technical expertise.   
       •    Ability to prioritise tasks and manage time efficiently, ensuring timely resolution of client issues and adherence to service level agreements (SLAs).
       •    Aptitude for working collaboratively with cross-functional teams and clients to address complex IFS-related challenges and provide comprehensive support services.
       •    Ability to adapt to changing client requirements and software updates within the IFS system, ensuring continuous learning and professional growth.
       •    Previous experience in providing support for IFS systems, demonstrating the ability to handle various client issues and ensure customer satisfaction.
       •    Experience in interacting with clients, understanding their business processes.

We recognise employees invest their time, energy and talents and we commit to invest in our employees by offering long term growth opportunities allowing them to develop their skills to progress to the next level in their career. Whether you are just starting your career as a graduate or are a seasoned contributor, we will listen and find out what is meaningful to you and help you carve the career you want and deserve. We invest heavily to ensure every employee is fully enabled with the right skills and experience to perform to their highest potential. 

We are excited about our future growth plans and we are looking for talented ambitious individuals to join us on this journey. We value our employees hard work and dedication and in return offer the following benefits:

       •    Competitive salary
       •    Enhanced holidays increased with length of service
       •    Life assurance
       •    Private healthcare  
       •    Additional employee benefits including Cycle to Work scheme and up to 15% discount with any purchase/lease of a new car with a leading manufacturer. 
       •    Opportunities for professional development and career advancement.

If you have a track record of delivering exceptional customer service, we want to hear from you!  Join our team and help shape the future of Cooper Software, apply now by submitting your CV and covering letter to 

Equality & Diversity 
Cooper Software values the diverse skills and experience of its employees and is committed to achieving equality of treatment for all. Its objective is that all individuals shall have equal opportunities for employment and advancement based on their skills, aptitudes, and abilities. The Company is committed to the engagement and retention of the best possible talent and to creating an environment that encourages excellence through good equalities and diversity leadership and management.