Senior Technical Support Consultant in Exeter

Job Title: Senior Technical Support Consultant

Salary: £35,000 to £38,000

Location: Remote

Reporting to: Support Manager

About IMP

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 that 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.

Role Description

An exciting opportunity to join our technical support team has arisen at IMP Software. As a key member of the team, you will play a crucial role in providing support and guidance to customers and team members on application functionality. You will report into the Support Manager and be part of a support team including chat support, technical support and refinement.

Key Responsibilities

• Provide support and advice to customer and other team members in terms of how the application works.
• Make configuration changes as required for customers.
• Detailed investigation into application issues.
• Detailed logging of tickets to development containing accurate replication details and desired outcomes.
• Use SQL to investigate and report on customer databases.
• Liaise with 3rd parties in relation to external interfaces (IMP written & APIs).
• Use advanced Excel to supplement IMP functionality (Reporting / Advanced Imports).

Skills, experience, and attributes

• Be a self‑starter.
• Be of a proactive mindset.
• Be a learner – have a strong desire to improve competency in all areas of the role.
• Be a “systems” person – understand data and data organisation.
• Have an analytical nature – be able to investigate / replicate and document issues clearly and accurately.
• Be a team player.
• Have a keen interest in Excel and deliver strong attention to detail. Accounting knowledge is desirable but not essential.

Benefits

• 27 days of holiday per year plus bank holidays (with a buy option up to an additional 5 days).
• Enhance 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.

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.