Customer Support Consultant, Aptem
£30-35k
More information about location
Apprenticeship & traineeship management system
Job no longer available
Apprenticeship & traineeship management system
101-200 employees
Job no longer available
£30-35k
More information about location
101-200 employees
Company mission
To create innovations that unleash new levels of efficiency, productivity and personal growth.
Role
Who you are
- To succeed in this role, you will be bright, enthusiastic, tenacious, methodical, intellectually curious and able to manage a varied workload in a fast-paced environment
- You will have a strong sense of ownership, take personal pride in providing an excellent service and be comfortable communicating findings, ideas, plans and solutions
- Prior experience in a software support or application support role, dealing with and resolving complex queries
- Strong analytical and problem-solving ability
- Critical thinker
- Excellent multi-tasking capability with strong prioritisation skills
- Asks thoughtful questions and demonstrates active listening skills
- Excellent written and verbal communication skills
- Fast learner
- Working knowledge of other Office 365 applications (Outlook, SharePoint, Word, PowerPoint etc.)
- Strong, professional communication skills across all channels (face-to-face, email, Teams, presentations, calls, etc.)
- Empathetic, positive attitude with a desire to help customers reach their goals
- Highly organised and self-sufficient
- Fast learner and critical thinker
- Deep-seated desire to provide an excellent experience for every customer
- Committed and driven to deliver results with a sense of urgency
- Adaptable to different personalities and levels of user knowledge
What the job involves
- We are looking for someone to join our support team who is both analytical and customer-focused and will enjoy investigating and resolving a wide range of issues raised by customers regarding their use of the Aptem products
- Become an expert in the Aptem solutions and provide application support to customers
- This role is remote based, with occasional travel to our London office or other appropriate venue for meetings as required
- Investigate reported questions and issues and provide full and extensive solutions to each request
- Diagnose and troubleshoot technical issues, using software tools, ticketing systems, and knowledge bases
- Dive deeper into complex cases and collaborate with other teams to resolve issues efficiently
- Clearly document and describe issues requiring development changes and advise clearly on the nature of the issues
- Effectively communicate with customers to provide timely updates, feedback, and solutions
- Monitor and prioritise requests and ensure details in tickets are current and complete
- Proactively manage your workload and adjust/prioritise based on new situations
- Handle difficult situations by using your adaptability, resilience and resourcefulness to find solutions
- Work cross functionally across the organisation as needed to investigate and resolve complex customer technical issues
- Create internal and external Knowledge Base Articles that will be used to assist customers and the wider business
- Adopt a working methodology where quality underpins every internal and external interaction
- Actively maintain own product knowledge
- Enhance the knowledge of others (colleague and customers) in Aptem’s capabilities and usage
- Identify and manage the timely escalation of tickets that have been allocated to you, liaising with others in the wider business as appropriate
- Ensure that relevant procedures and SLAs are followed and adhered to at all times
- Provide proactive problem avoidance to customers
- Identify and action ways to improve efficiency
- Reporting to Jonathan Gold
Application process
- Application
- 1st Interview
- 2nd Interview
- Offer
- Hired
Salary benchmarks
Our take
Aptem develops technology solutions for the vocational training, further education and employment services sectors. Its core software enables educators to deliver professional training and courses, as well as assist students with employment and apprenticeship skills.
Education providers face many pains when integrating technology, namely the cost and complication of running multiple systems to manage day-to-day operations. Aptem's all-in-one platform combines tools like virtual classrooms with onboarding and recruitment features, ensuring everything its users need is in one place.
The company has deeply ingrained industry experience and a proven track record of working with leading organisations and institutions - such as HMRC, the University of Cambridge and the NHS - a key factor in attracting some of the largest training providers in the UK. Funding, the company says, is testament it is "going in the right direction", with investment allowing it to further deliver on its vision.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
London, UK
Leadership
Richard Alberg
(CEO)Previously Chief Executive at Psychometric Services, Senior VP at Kenexa, Director at Spring Fine Foods Distribution, Non Executive Chairman at LaunchPad Recruits, Non Executive Director at Protocol, and Founder and Director at Corndel Ltd.
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