Support Consultant

Job Summary
Job Title: Support Consultant
Location: Remote – Int
Working hours: Monday to Friday 09:00 to 17:30 UK hours
Reporting to: Support Manager
Start Date: ASAP
Salary: Negotiable depending on experience

About the role

The Support Consultant will assist with customer service operations, managing the ticketing system to ensure prompt and effective resolution of customer inquiries, technical issues, and service requests. This role will focus on delivering excellent customer experiences, streamlining support processes, and achieving performance targets while maintaining high standards of service quality.

Role responsibilities : 

• Provide 1st and 2nd line support for all products FinanSys support
• Provide support via email, phone call, remote sessions and the customer support portal
• Investigate, assist and resolve issues and queries, ensure timely resolution of support tickets inline with the SLA
• Management of support queue ensuring continuous case progression, to completion, of own tickets and those assigned to others
• Personal responsibility for assigned tickets, ensuring they are fully updated and proactively working to an end resolution
• Maintain documentation of known issues, troubleshooting steps, and fixes by documenting and updating internal Knowledge Base factsheets
• Continual self improvement by completing training material provided by FinanSys and keeping up to date with new features and product releases
• Work both individually and as part of the Support Team with others Support Consultants
• Liaise with colleagues internally, in all departments, to ensure smooth business operations

About the candidate

Essential Skills

• Strong communication and customer service skills, with experience communicating via email and phone
• Excellent English skills, both oral and written
• Excellent time management skills with the ability to manage multiple support requests and prioritise tasks effectively
• Excellent problem-solving skills with the ability to diagnose and resolve system issues and user queries
• Good documentation skills for internal and external use
• SunSystems and Query & Analysis Experience
• Good IT skills
• Friendly and pleasant manner

Nice to have skills

• Familiarity with cloud-hosted systems
• Technical knowledge of SunSystems
• Experience of system integrations
• Exposure to SQL
• Basic knowledge of coding/scripts

No agencies or recruiters please

Ready to apply?

Application process

We build our interview process around our candidates. The number and format of interviews that you’ll go through will be personalised to your skillset and the type of role that you’re looking for.

We want to give everyone the best chance at representing their abilities.

Everyone starts with one or two phone interviews, and if we think there’s a fit, we’ll invite you onsite for a round of in-person interviews.