At a Glance
- Tasks: Provide top-notch support to clients, resolving technical issues and ensuring satisfaction.
- Company: Join a dynamic team at Naviquate, part of the Modaxo family.
- Benefits: Competitive salary, healthcare, flexible working, and career development opportunities.
- Other info: Enjoy a supportive environment with mentoring and global networking opportunities.
- Why this job: Be the hero for clients, solving problems and building strong relationships.
- Qualifications: Strong communication skills and a knack for troubleshooting required.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a proactive and customer-focused Customer Support Consultant to join our growing support team. In this role, you will be the first point of contact for our clients, providing day-to-day application support, resolving technical issues, and ensuring a high standard of service delivery. You’ll take ownership of client queries, incidents, and change requests—working independently on entry-level technical issues while collaborating closely with our development team to identify root causes and drive long-term solutions. This is an excellent opportunity for someone who enjoys problem-solving, values clear communication, and thrives in a fast-paced, client-facing environment. You’ll play a key role in maintaining strong client relationships by delivering timely updates, meeting service level agreements, and continuously improving the support experience.
Responsibilities
- Supporting assigned clients with day-to-day application support issues, incidents and change requests.
- Resolve entry level technical incidents independently.
- Replicate issues, if possible, to assist the development team with root cause analysis to enable a fix to be developed.
- Own client communication proactively for assigned accounts, updating clients weekly with ticket progression and resolution with SLAs.
- Delivering incident resolution within agreed Service Level Agreements.
- Produce basic reports on ticket trends, client satisfaction, or recurring issues.
- Manage and monitor client support portal and mailbox for incoming requests and incidents.
- Maintain accurate and timely updates on Salesforce/Zen Desk/Jira and ensuring clients are kept informed.
- As part of the support team, respond to incoming calls and log issues when relevant.
- Assist the Development Team with incidents logged by endeavouring to recreate the issue to allow a bug fix, when relevant.
- Participate in ongoing product training to enhance knowledge and ability to support the clients.
On-Call Service Responsibilities
- As part of the role, the postholder will participate in a structured on-call rota to ensure continuity of service and support outside of standard working hours.
- On-Call Frequency: One week in every three.
- Evening Duties: Conducting scheduled server checks during weekday evenings throughout the on-call week.
- Weekend Coverage: Performing three scheduled server checks across Saturday and Sunday.
- While rare, the postholder may be required to respond to urgent issues outside of scheduled checks, averaging 1–2 incidents per year.
These responsibilities are essential to maintaining system integrity and ensuring rapid response to critical service disruptions.
Accountability
- Support existing clients and drive customer satisfaction.
- Provide superior customer support services and ensure that commercial terms are sustainable, profitable and consistent with Naviquate practices.
- Maintain high levels of customer satisfaction which can be measured and achieve ratings of >4 / 5.
- Ensure incidents are resolved within agreed SLA.
- Maintain professional and empathetic communication at all times.
Business Unit
- Resolution of product related issues as reported by our clients within SLA.
- Liaise and engage with the Development Team to feedback to clients when a bug has been found and requires development effort.
- Setting expectations for delivery.
- Monitor SLAs for all assigned accounts.
- Perform routine application upgrades for the client, engage and agree appropriate system outages, as required.
Staff
- Support colleagues within the Customer Care Team to assist in providing a superior support service to our customers.
- Work closely with Product Manager, Technical Author and Sales to engage with clients for enhancements and opportunities to become aware of future aspects of the product.
- Liaise closely with Development Team Lead for new functionality being requested and for engaging for bug fixes and other incident/request resolution.
- Be able to learn effectively from training and also from on-the-job training.
Skills and experience required
- A proven track record of managing multiple customers.
- Strong troubleshooting, ITIL awareness familiarity with ticketing systems (Salesforce, Zen desk, Jira, etc).
- Excellent organisational and time management skills.
- Excellent communication, interpersonal and team building skills, comfortable interacting, and motivating personnel at all levels of the organisation.
- Strong client relationship building skills.
- Willing to travel both domestically and internationally, e.g., to attend customers and collaboration events.
- Able and willing to take ownership, responsibility and accountability for work.
- Educated to degree level or equivalent.
- Specific transport software industry knowledge.
- Broad knowledge of the public transport market.
- Strong understanding of relational databases and client/server application architecture.
In return we will offer
- You will report to the Customer Services Manager and work within a small dynamic team.
- As Naviquate is part of the wider Modaxo family, this can present opportunities to navigate your future career within the wider Modaxo family.
- Competitive base salary and a discretionary bonus scheme, healthcare provision, flexible working, and a host of training and development opportunities.
- A comprehensive on-boarding process including a mentoring scheme (eligibility criteria applies) and access to experienced peers both locally and across the globe as part of the Modaxo family – all with a view to helping you grow your career and perform at your best, both inside and outside of work!
- Extra payment for on call service responsibilities.
Customer Support Consultant employer: Naviquate
Naviquate is an exceptional employer that prioritises employee growth and development within a supportive and dynamic work culture. As part of the Modaxo family, you will benefit from comprehensive training opportunities, flexible working arrangements, and a competitive salary package, all while playing a vital role in enhancing client satisfaction and service delivery. Join us in a fast-paced environment where your problem-solving skills will be valued, and your contributions will directly impact our clients' success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Consultant
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with client queries and technical issues, think of examples from your past experiences where you've successfully resolved problems. This will make you stand out during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even referrals, which can be a game-changer in landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our awesome team at StudySmarter!
We think you need these skills to ace Customer Support Consultant
Some tips for your application 🫡
Show Your Customer Focus:Make sure to highlight your customer service experience in your application. We want to see how you've gone above and beyond for clients in the past, so share specific examples that demonstrate your proactive approach.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon unless it's relevant. We appreciate a well-structured application that gets straight to the point—just like we do with our clients!
Demonstrate Problem-Solving Skills:Since this role involves troubleshooting, include instances where you've successfully resolved issues. We love seeing candidates who can think on their feet and come up with effective solutions, so don’t hold back!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Naviquate
✨Know Your Stuff
Make sure you brush up on the technical aspects of the role. Familiarise yourself with common troubleshooting techniques and the ticketing systems mentioned in the job description, like Salesforce, Zen Desk, and Jira. Being able to discuss these confidently will show that you're proactive and ready to tackle client issues.
✨Showcase Your Communication Skills
Since this role involves a lot of client interaction, practice clear and empathetic communication. Think about examples from your past experiences where you successfully resolved customer queries or built strong relationships. This will demonstrate your ability to maintain high levels of customer satisfaction.
✨Prepare for Problem-Solving Scenarios
Expect to be asked how you would handle specific technical issues or client complaints. Prepare a few scenarios where you had to troubleshoot a problem or manage a difficult situation. This will highlight your problem-solving skills and your ability to work under pressure.
✨Understand the Company Culture
Research the company and its values. Understanding their approach to customer service and teamwork will help you align your answers with what they’re looking for. You can even mention how you see yourself fitting into their culture during the interview, which shows genuine interest.
