Senior Support Consultant

Reporting to the Support Team Lead you will be joining a fast-paced support department that is passionate about delivering excellent customer service, resolving customer issues, and involved in all aspects of technical and application support.  

• Provide excellent telephone support to customers with adherence to SLAs/internal targets. 
• Review calls and emails, keeping customers informed of progress of their call. 
• Mentor more junior members of the team in call resolution techniques and product knowledge. 
• Identify trends and escalate to management for trend analysis. 
• Write & review documentation including How To Guides and Knowledge base articles - KBAs
• Be prepared to work outside of normal business hours as required

The Skills/Personality/Experience Requirements That Are Essential For The Role:

• Experience of analysing, interpreting and presenting technical findings with clarity to a range of audiences. 
• The ability to analyse and troubleshoot customer issues within the various pieces of software used in the WFM environment
• The ability to work either as part of a team or in an unsupervised self-managed environment 
• Excellent communication and teamwork skills with a professional verbal, written ability 
• Self-motivated and committed to providing exemplary service delivery 
• Able to mentor others in terms of product and domain. 

• OneAdvanced Perks At Work – Exclusive employee discounts & benefits portal
• Charity Fundraising – Proud to be a Patron of The Prince's Trust; every employee is entitled to one day of volunteering each year