Customer Support Consultant

Customer Support ConsultantSkip to main content Support Consultant page is loaded Customer Support ConsultantApplylocations: United Kingdomtime type: Full timeposted on: Posted Yesterdayjob requisition id: R57295 Job Summary: Naviquate provides software solutions to the Public Transport Industry. A large number of high-profile UK and international companies including First Group, Arriva and Go Ahead as well as most of the UK Public Transport Authorities such as Transport for London and Strathclyde Partnership for Transport, use our systems. As an employer we are committed to cultivating a friendly and exciting working environment, with huge emphasis on employee engagement. As the UK arm of a global organisation, we can offer the sense of social community often associated with a small, local business, combined with the expected advantages of working for a far larger employer: great benefits; dedication to identifying talent; and huge investment in staff development. Naviquate is excited to be part of the Modaxo family. Modaxo's expertise, global bench strength, and singular focus on People Transportation make it a great home for technology companies that share our vision to efficiently move the world's people" - Bill Delaney, CEO, Modaxo. Modaxo is a new, dedicated global organization bringing together businesses that collectively focus on advancing new technologies and innovations for people transportation. With more than 40 companies representing over 30 brands, Modaxo comprises over 3,300 people, operating from almost 40 countries around the world. Job Description: As a Customer Support Consultant, you will play a key role in delivering exceptional support to users of Naviquate's products within the Public Transport industry. Acting as a first point of contact for customers, you will be responsible for managing and resolving application support queries, incidents and service requests, ensuring a high level of customer satisfaction and adherence to agreed service levels.Working closely with customers, developers and technical specialists, you will investigate issues, communicate progress proactively, and help drive timely resolutions. You will also contribute to continuous service improvement by identifying recurring issues, supporting product enhancements, and helping customers maximise the value of our solutions.This role offers the opportunity to develop both your technical and customer service expertise while working in a collaborative environment that supports critical technology used by public transport operators. How You'll Add Value 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 1/3 weeks Customers 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. 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. This includes: 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. Call to Action : 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. What You'll Get in Return 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. Modaxo is also part of the Volaris Group Competitive base salary of up to £30k 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. What You'll Bring to the Role 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. Good negotiating 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 Desirable : 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