Application Support Consultant

Job Title: Application Support Consultant

Salary:£35,000 p.a.

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 crucial role in providing support and guidance to customers and team members.

Key Responsibilities

• Investigate and resolve customer queries in a timely and efficient manner.
• Escalate support tickets appropriately, ensuring timely communication and resolution of complex issues.
• Accurately log incidents and provide detailed replication steps, along with expected 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 strong understanding of financial processes and terminology, ideally gained in an educational finance environment.
• Logical thinker with strong problem-solving skills.

• Be of a proactive nature
• Possesses a customer-first mindset.
• Excellent verbal and written communication skills.
• Ability to create clear, concise documentation and training materials
• Possess a strong desire to learn.
• A good working knowledge of Excel

Benefits:

• 27 days of holiday per year plus bank holidays (with a buy option up to an additional5 days)

• Enhance Maternity and Paternity leave

• AXA Health insuranceincluding dental, optical and mental health

• Broadband allowance

• Home office stipend

• Life assurance (4 x basic salary)

• Encouraged and funded CPD