Customer Support Consultant

Customer Support Consultant Skip to main content#Customer Support Consultant page is loaded## Customer Support Consultant Apply locations:
United Kingdom time type:
Full time posted on:
Posted Yesterday job requisition :
R57295
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* 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.
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* 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
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