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- Tasks: Provide top-notch software support for our Learner Management System and Case Management System.
- Company: Join a dynamic team at a leading case management software provider for UK government organisations.
- Benefits: Enjoy hybrid working, early Friday finishes, birthday leave, and access to private healthcare.
- Other info: A successful enhanced DBS check is required.
- Why this job: Perfect for problem-solvers passionate about customer service and career growth in tech.
- Qualifications: Strong communication skills and a curiosity for technology; SQL knowledge is a plus.
The predicted salary is between 30000 - 42000 £ per year.
Job Description
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
IT Support Consultant employer: Exact Search UK Limited
Contact Detail:
Exact Search UK Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Consultant
✨Tip Number 1
Familiarise yourself with the software and systems mentioned in the job description. Understanding the Learner Management System and Case Management System will give you a significant edge during interviews, as you'll be able to discuss how you can contribute to customer support effectively.
✨Tip Number 2
Highlight your problem-solving skills in conversations or networking events. Since this role requires a knack for troubleshooting, sharing specific examples of how you've resolved issues in the past can demonstrate your capability and enthusiasm for the position.
✨Tip Number 3
Engage with the company on social media platforms. Follow them, comment on their posts, and share relevant content. This not only shows your interest in the company but also helps you understand their culture and values, which can be beneficial during interviews.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the company culture and the specifics of the IT Support Consultant role, helping you tailor your approach and questions during the application process.
We think you need these skills to ace IT Support Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and IT support. Emphasise any problem-solving skills and technical abilities that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and interest in the skills and employability sector. Mention specific examples of how you've successfully supported customers in the past.
Highlight Communication Skills: Since strong communication is key for this role, ensure you demonstrate your written and verbal communication skills in both your CV and cover letter. Use clear and concise language.
Show Enthusiasm for Learning: Express your eagerness to learn new software applications and your curiosity about how things work. This will resonate well with the company's focus on training and development.
How to prepare for a job interview at Exact Search UK Limited
✨Showcase Your Customer Service Skills
Since the role focuses heavily on customer support, be prepared to discuss your previous experiences in customer service. Highlight specific examples where you successfully resolved issues or improved customer satisfaction.
✨Demonstrate Problem-Solving Abilities
Prepare to share instances where you've tackled complex problems. Use the STAR method (Situation, Task, Action, Result) to structure your responses and clearly illustrate your thought process.
✨Familiarise Yourself with the Software
While you will receive training, having a basic understanding of case management software and learner management systems can set you apart. Research common features and functionalities to show your genuine interest.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s approach to customer support and how they gather feedback for product improvement. This shows your enthusiasm for the role and your desire to contribute positively.