Description : Support Consultant - Chat Support. Company : null. Location :

The Business:

IMP Software is a specialist software provider in the Multi-Academy Trust (Education) sector. As a market leading business, within a thriving and growing industry, IMP can offer an exciting, fast moving and rewarding career with steep progression opportunities for ambitious and dedicated professionals.

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, excellent benefits, and funded/encouraged CPD.

Role description:

Providing a first-class customer experience is at the heart of everything that we do and we’re looking to add to the excellent team that’s already in place.

With the fast growth of the business, we are looking for a bright, energetic person who shares our passion for delivering excellent customer service.

The role is largely focused on advising customers on any queries raised related to the use of our MAT budget planning software.

Key responsibilities:

• Provide support and advice to customers and other team members in terms of how the application works.
• Make agreed configuration changes as required for customers.
• Investigate application issues.
• Detailed logging of tickets containing accurate replication details and desired outcomes.
• Timely Escalation of Support Tickets
• Create Customer Guides & FAQ’s
• Work in a PROACTIVE manner.

• Any other tasks as required.

Skills and experience:

• Excellent written and oral communication skills
• Proven problem solver with an analytical approach to solving system/data challenges.
• Working knowledge of Microsoft Excel
• Prior experience of working in a systems focused role is desirable.
• Prior experience of school finances is advantageous but not essential.
• Accounting qualifications or experience is desirable but not essential.

Core competencies/personal attributes:

• An enthusiastic problem solver that keeps the customer at the forefront of everything that you do
• Able to demonstrate clear communication skills, both verbal and written
• Confident ability to work effectively under pressure and to tight deadlines
• Logical approach to problem solving.
• A team player with an eye for detail who doesn’t take themselves too seriously!
• A positive, can-do attitude with a strong work ethic
• Passionate about developing systems and processes, with a relentless focus on continuous improvement.

Benefits:

• 27 days of holiday per year plus bank holidays
• Fully funded AXA Private Health Insurance
• Life assurance (4 x basic salary)
• Encouraged and funded CPD