IT Support Consultant

Our client specilaises in developing case management software to UK government funded organisations such as local authorities, private training organisations and companies who specialise in apprenticeship training and getting people back into work UK wide.

We pride ourselves on our customer focused approach which has been the key to our continued success over the last 35 years, building customer relationships lasting over 20 years and a strong and stable solution which is proven time and again to work from the ground up.

We are a growing business with a young, friendly and dynamic team, we win major contracts with strong repeat revenue, as well as smaller systems, meaning the company is in a strong position and our growth is set to accelerate.

Are you passionate about customer service and an interest in the skills and employability sector? Do you have a knack for problem-solving and a desire to develop your technical abilities?

This is the ideal opportunity for a customer-focused professional, interested in providing software application support for our leading Learner Management System and Case Management System, with the opportunity for career growth in the company to more technical or customer focused roles.

The successful candidate will receive full training on our systems, which includes front and back end user training.

Responsibilities and Duties

As a Customer Support Consultant, you will play a vital role in ensuring our customers have a positive experience with our market leading Learner Management System. Your key responsibilities will include:

• Providing online & telephone software support to customers
• Ensuring support requests are handled efficiently and within agreed SLA’s
• Making sure tasks are completed and outcomes communicated to a high standard
• Liaise with the relevant internal teams including development and implementation
• Maintaining strong relationship with external and internal customers
• Creating and maintain supporting documentation for internal use

DAILY TASKS:

• Logging support tickets from customers in our ticketing system
• Tracking and responding to tickets within our SLA
• Raising development tickets for defects and change requests
• Working with all areas of the business to contribute to the improvement of the product based on customer feedback
• Helping to test new software releases

IDEAL SKILLS:

• Strong communication skills, both written and verbal.
• Excellent problem-solving abilities and a genuine curiosity to understand how things work.
• A proven ability to learn and understand new software applications.
• The capacity to understand and apply industry rules and regulations to resolve support issues effectively.
• A good technical grounding.
• SQL skills are desirable but not necessary

PERKS:

• Early Friday finish - 4pm
• Hybrid working of 2 days at home and 3 in office following probation
• Birthday Leave
• Competitive Salary
• Social Events throughout the year
• Access to private healthcare scheme and Medicash

BENEFITS:

Company pension contribution, access to Private Medical Scheme, Birthday Leave, early finish on Fridays – 4pm

HOURS:

Hybrid working 3 office days 2 days Work from Home. Core business hours are 9am-5:30pm.

HOLIDAYS:

Initially 20 days plus 1 day birthday leave and 3 days between Christmas and New Year.

DRESS CODE:

Smart-casual for office-based work.

OTHER:

A successful enhanced DBS check is required and Police vetting level 2