L1 Junior Support Consultant

Your responsibilities will include:

• A L1 Junior Support Consultant will provide First Line Support (FLS) to global clients, Partners and implementation teams.

• This is a client-focused role, which involves logging calls and ensuring they progress to completion whilst keeping clients consistently updated.

• The role requires that FLS processes are followed and that client Service Level Agreements are met to maintain the reputation of Aptitude Software.

• A L1 Junior Support Consultant should work methodically to ensure that issues and requests are correctly categorised and prioritised. Responsibility should be taken for assigned tickets from inception to resolution.

• Additional responsibilities include packaging software releases and licence keys and keeping known issues up to date in the Support Team Knowledgebase.

• A key part of the role will be to proactively continue personal development and be driven to consistently deliver value outcomes for Aptitude Software.

We’ll provide you with the opportunity to grow your expertise in an environment that supports you, your life and your career.

We’ll also offer you a competitive salary plus profit-related bonus scheme, as well as the following benefits:

• Profit-related bonus

• Private healthcare

• Life and disability insurance

• ShareSave scheme - ability to purchase company shares on preferential terms

• English language lessons during working hours

• Flexible working conditions and hybrid work model

What we’re looking for:

Ideally, you will have the following experience and skills:

• Educated to at least Bachelor’s degree (students also welcome)

• Has an analytical mind-set.

• Can demonstrate customer-focused customer service skills.

• Is a problem-solver.

• Possess excellent interpersonal skills

• Excellent English skills, min. B2.

• Is resourceful and self-motivated.

• Understands relational databases.

• Knowledge of Unix/Linux operating systems and tools would be advantageous.

• Some programming experience would be an advantage

Problem Solving and Client Service:

• Can communicate in a concise and timely manner to support requests from clients, partners, and consultants.

• Has tenacity in owning assigned calls through to resolution.

• Provides clear and concise client updates.

• Can prepare accurate repeatable client reports

• Is able to assist with the operation, maintenance, and monitoring of Aptitude cloud services controls for software implementation, support and client communication, in order to meet client/user commitments and system requirements for system security and availability.

Availability and work shifts:

• Shift work to cover both day and night shifts (09:00 – 17:00, 17:00 – 01:00 or 01:00 – 09:00). Including work on weekends and holidays.