Support Consultant

FinanSys Solutions Ltd.; Friendly (MD); Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative firm is seeking a Support Consultant to enhance customer service operations. This role focuses on delivering exceptional customer experiences by managing the ticketing system and resolving technical issues efficiently. The ideal candidate will possess strong communication and problem-solving skills, ensuring timely support and high service quality. Join a dynamic team dedicated to continuous improvement and customer satisfaction, where your contributions will significantly impact the overall support process. If you are passionate about helping others and thrive in a collaborative environment, this opportunity is perfect for you.

Qualifications

• Strong communication and customer service skills are essential.
• Excellent problem-solving and time management abilities are required.

Responsibilities

• Provide 1st and 2nd line support for all products.
• Manage support tickets ensuring timely resolution.
• Maintain documentation of known issues and fixes.

Skills

Strong communication skills

Customer service skills

Time management skills

Problem-solving skills

Documentation skills

SunSystems experience

Query & Analysis experience

Job description

Job Summary
Job Title: Support Consultant
Location: Remote – Int
Working hours: Monday to Friday 09:00 to 17:30 UK hours
Reporting to: Support Manager
Start Date: ASAP
Salary: Negotiable depending on experience

About the role

The Support Consultant will assist with customer service operations, managing the ticketing system to ensure prompt and effective resolution of customer inquiries, technical issues, and service requests. This role will focus on delivering excellent customer experiences, streamlining support processes, and achieving performance targets while maintaining high standards of service quality.

Role responsibilities:

• Provide 1st and 2nd line support for all products FinanSys support
• Provide support via email, phone call, remote sessions and the customer support portal
• Investigate, assist and resolve issues and queries, ensuring timely resolution of support tickets in line with the SLA
• Management of support queue ensuring continuous case progression, to completion, of own tickets and those assigned to others
• Personal responsibility for assigned tickets, ensuring they are fully updated and proactively working to an end resolution
• Maintain documentation of known issues, troubleshooting steps, and fixes by documenting and updating internal Knowledge Base factsheets
• Continual self-improvement by completing training material provided by FinanSys and keeping up to date with new features and product releases
• Work both individually and as part of the Support Team with other Support Consultants
• Liaise with colleagues internally, in all departments, to ensure smooth business operations

About the candidate
Essential Skills

• Strong communication and customer service skills, with experience communicating via email and phone
• Excellent English skills, both oral and written
• Excellent time management skills with the ability to manage multiple support requests and prioritise tasks effectively
• Excellent problem-solving skills with the ability to diagnose and resolve system issues and user queries
• Good documentation skills for internal and external use
• SunSystems and Query & Analysis Experience