Support Consultant

Resolve complex, high-priority customer issues while enhancing the customer experience through proactive problem-solving, root cause analysis, and process improvement. The Support Consultant plays a leadership role within the support team, advancing self-service strategies, knowledge development, and mentoring others, while collaborating cross-functionally to drive service excellence. 

• Take ownership of escalated and complex cases, ensuring resolution within SLA and delivering clear, accurate, and timely solutions. 

• Identify recurring or high-impact issues and lead root cause analysis (RCA) that results in at least one service or product improvement per quarter. 

• Proactively create and maintain internal/external knowledge articles, filling gaps identified through case trends and customer feedback. 

• Drive at least a 15–20% improvement in self-service adoption by identifying blockers, improving content, and promoting usage. 

• Collaborate across support, engineering, and product teams to resolve critical customer issues and improve internal handoff efficiency. 

• Informally mentor Support Associates by sharing best practices, reviewing their cases, and helping improve their resolution quality. 

• Demonstrate strong case hygiene, professional communication, and visible participation in team ceremonies and retrospectives. 

#LI-MP1

• Customer Focus- Ensures complex issues are resolved with clarity and empathy; anticipates customer needs.
• Collaborative- Works seamlessly across departments and shares knowledge generously; helps build team cohesion. 
• Manages Complexity- Breaks down multi-faceted problems, identifies root causes, and delivers structured solutions. 
• Plans & Aligns- Creates logical action plans, aligns with key stakeholders, and minimizes bottlenecks. 
• Communicates Effectively- Communicates professionally across channels; tailors messaging for technical and non-technical audiences. 
• SaaS Environment Awareness- Applies knowledge of SaaS architecture, uptime, and service expectations to support engagements. 

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral. 
• Annual Leave – 20 days of annual leave, plus public holidays 
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7. 
• Personal Growth – We’re committed to enabling your growth personally and professionally through development programmes. 
• Life Insurance - 2x annual salary 
• Personal Accident Insurance - providing cover in the event of serious injury/illness.
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success.