Customer Support Consultant

Customer Support Consultant

Department: Support

Employment Type: Full Time

Location: London, UK

Reporting To: Jonathan Gold

Compensation: £30,000 - £35,000 / year

Description

At Aptem we’re passionate about creating solutions that enable our customers to deliver world-class training offerings that support their learners in developing in their chosen careers. Demand for our end-to-end SaaS solutions is ever-increasing and we are continuing to expand rapidly as a business.

As part of a 10-person support team, the Customer Support Consultant is responsible for providing application support to our customers. Working alongside our Technical Support Engineers, you will ensure that customers receive excellent support and service in response to a wide range of questions and issues they raise regarding their use of the Aptem solutions.

What is most important in this role?

We are looking for someone to join our support team who is both analytical and customer-focused and will enjoy investigating and resolving a wide range of issues raised by customers regarding their use of the Aptem products.

To succeed in this role, you will be bright, enthusiastic, tenacious, methodical, intellectually curious and able to manage a varied workload in a fast-paced environment. You will have a strong sense of ownership, take personal pride in providing an excellent service and be comfortable communicating findings, ideas, plans and solutions.

This role is remote based, with occasional travel to our London office or other appropriate venue for meetings as required. 

Key Responsibilities

• Become an expert in the Aptem solutions and provide application support to customers 
• Investigate reported questions and issues and provide full and extensive solutions to each request
• Diagnose and troubleshoot technical issues, using software tools, ticketing systems, and knowledge bases
• Dive deeper into complex cases and collaborate with other teams to resolve issues efficiently
• Clearly document and describe issues requiring development changes and advise clearly on the nature of the issues
• Effectively communicate with customers to provide timely updates, feedback, and solutions
• Monitor and prioritise requests and ensure details in tickets are current and complete
• Proactively manage your workload and adjust/prioritise based on new situations
• Handle difficult situations by using your adaptability, resilience and resourcefulness to find solutions
• Work cross functionally across the organisation as needed to investigate and resolve complex customer technical issues
• Create internal and external Knowledge Base Articles that will be used to assist customers and the wider business
• Adopt a working methodology where quality underpins every internal and external interaction
• Actively maintain own product knowledge
• Enhance the knowledge of others (colleague and customers) in Aptem’s capabilities and usage
• Identify and manage the timely escalation of tickets that have been allocated to you, liaising with others in the wider business as appropriate
• Ensure that relevant procedures and SLAs are followed and adhered to at all times
• Provide proactive problem avoidance to customers
• Identify and action ways to improve efficiency

Skills Knowledge and Expertise

• Prior experience in a software support or application support role, dealing with and resolving complex queries
• Strong analytical and problem-solving ability
• Critical thinker
• Excellent multi-tasking capability with strong prioritisation skills
• Asks thoughtful questions and demonstrates active listening skills
• Excellent written and verbal communication skills
• Fast learner
• Working knowledge of other Office 365 applications (Outlook, SharePoint, Word, PowerPoint etc.)

Key competencies

• Strong, professional communication skills across all channels (face-to-face, email, Teams, presentations, calls, etc.)
• Empathetic, positive attitude with a desire to help customers reach their goals
• Highly organised and self-sufficient
• Fast learner and critical thinker
• Deep-seated desire to provide an excellent experience for every customer
• Committed and driven to deliver results with a sense of urgency
• Adaptable to different personalities and levels of user knowledge

Benefits

• 27 days holiday (excl. bank holidays), plus 1 additional day off on your birthday
• Option to take up to 1 day of paid volunteering leave every year.
• Half a day off at the end of the working week during July and August.
• Option to purchase up to 5 days of additional leave. 
• Company pension scheme.
• Life insurance.
• Private health insurance with Aviva.
• Discounted gym membership.
• Retail and other discounts.
• Employee Assistance Programme.
• Learning and development budget.
• Regular paid social events throughout the year.

Apply