Senior Support Consultant

Reporting to the Support Team Lead you will be joining a fast-paced support department that is passionate about delivering excellent customer service, resolving customer issues, and involved in all aspects of technical and application support.  

• Provide excellent telephone support to customers with adherence to SLAs/internal targets. 
• Review calls and emails, keeping customers informed of progress of their call. 
• Mentor more junior members of the team in call resolution techniques and product knowledge. 
• Identify trends and escalate to management for trend analysis. 
• Write & review documentation including How To Guides and Knowledge base articles - KBAs
• Be prepared to work outside of normal business hours as required

The Skills/Personality/Experience Requirements That Are Essential For The Role:

• Experience of analysing, interpreting and presenting technical findings with clarity to a range of audiences. 
• The ability to analyse and troubleshoot customer issues within the various pieces of software used in the WFM environment
• The ability to work either as part of a team or in an unsupervised self-managed environment 
• Excellent communication and teamwork skills with a professional verbal, written ability 
• Self-motivated and committed to providing exemplary service delivery 
• Able to mentor others in terms of product and domain. 

• OneAdvanced Perks At Work – Exclusive employee discounts & benefits portal
• Charity Fundraising – Proud to be a Patron of The Prince's Trust; every employee is entitled to one day of volunteering each year

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia. Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Join us and become part of a team that’s powering the world of work and making a real difference.