Application Support Consultant - finance software in Exeter

The Business: Founded by a team of financial experts and ex-MAT professionals, IMP Software has a deep understanding of the challenges facing multi-academy trusts. Our mission is to empower multi-academy trusts with the tools and expertise they need to manage their finances more efficiently and effectively. That's why we're trusted by trusts across the country to provide the only budgeting, forecasting, and reporting software designed specifically for them. From a standing start, in less than 5 years we are now used by most large trusts to help them deliver smarter MAT Finance. We're proud to be at the forefront of innovation in the MAT finance sector, and we're constantly looking for ways to improve our offering. We work closely with our customers to understand their requirements so that we can tailor our product to their specific needs and our team is always available to provide expert advice and support. But at our core, we're more than just a software company. We're a team of passionate and dedicated professionals, committed to helping multi-academy trusts achieve their financial goals. We believe that financial planning should be simpler, more accessible, and more transparent, and we're proud to be leading the way in supporting smarter MAT finance. At IMP we are very aware that the success of our business will be directly correlated to the quality of the team that we can attract and more importantly retain! Due to this core belief, IMP offers fantastic career progression within a business that places huge importance on the happiness of the team, through our respectful, fun(!) and supportive culture + flexible working, regular socials and funded/encouraged CPD.

Role Description: An exciting opportunity to join our support team at IMP Software, you will be a key member of the team and play a central role in delivering high-quality support to our customers while helping to develop the capability of those around you. Working closely with the Support Manager, you will act as the initial escalation point for complex customer issues, own the raising and progression of problem tickets, and play a hands‑on role in coaching and upskilling our Chat Support team.

Key Responsibilities

• Act as the initial escalation point for complex or unresolved support queries, ensuring timely and effective resolution.
• Own the raising, tracking, and progression of problem tickets, coordinating with internal teams as required.
• Support and coach the Chat Support team, helping them develop their technical and problem‑solving skills and progress from Level 1 to Level 2 capability.
• Investigate and resolve customer queries in a timely and efficient manner, operating at a Level 2 technical depth.
• Accurately log incidents and provide detailed replication steps, along with expected and actual outcomes, to aid in troubleshooting and resolution.
• Create and update customer-facing documentation, including user guides and FAQs.
• Analyse tickets and enhance AI-generated responses to improve the quality and accuracy of customer interactions.
• Configure and maintain application settings based on customer requirements and best practices.
• Perform additional tasks and responsibilities as assigned to support team and business objectives.

Skills, experience, and attributes:

• A professional accountancy qualification (for example AAT, CIMA, ACCA or equivalent), or significant relevant experience in an accountancy or finance environment.
• A strong understanding of financial processes and terminology, ideally gained in an educational finance environment.
• Experience working in or supporting a technical support function, with the ability to diagnose and resolve complex application issues.
• A natural coach and communicator, with the confidence and patience to develop others and raise team capability.
• Logical thinker with strong problem-solving skills.
• Proactive by nature, with the ability to take ownership of issues and see them through to resolution.
• Customer-first mindset with excellent verbal and written communication skills.
• Ability to create clear, concise documentation and training materials.
• A strong desire to learn and develop within a fast-growing software business.
• A good working knowledge of Excel.

Benefits:

• 27 days of holiday per year plus bank holidays (with a buy option up to an additional 5 days)
• Enhanced Maternity and Paternity leave
• AXA Health insurance including dental, optical and mental health
• Broadband allowance
• Home office stipend
• Life assurance (4 x basic salary)
• Encouraged and funded CPD