Customer Support Consultant

Join to apply for the Customer Support Consultant role at Trapeze Group Europe / UK Get AI-powered advice on this job and more exclusive features. Trapeze Group Europe / UK provided pay range This range is provided by Trapeze Group Europe / UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range Direct message the job poster from Trapeze Group Europe / UK Connecting People to Purpose | Group Talent Partner at Modaxo | Tech Industry Are you someone who thrives on helping people and solving problems? Join us at Trapeze Group where we are looking for a Customer Support Consultant to deliver outstanding service and make a real difference for our clients. This role centres on delivering outstanding customer service to our clients, with a focus on front-line support for Trapeze products within the Public Transport Industry. It’s ideal for someone who enjoys helping people, has a strong attention to detail, and is comfortable handling basic technical troubleshooting. The successful candidate will work closely with our existing support team to assist our client base and will be backed by our technical specialists and product developers. This is a hybrid role, requiring two days per week in our Chippenham office, and may occasionally involve travel to client sites or team events. Trapeze Group (UK) Ltd provides software solutions to the Public Transport Industry. A large number of high-profile UK Public Transport Authorities such as Transport for London and Strathclyde Partnership for Transport, use our systems. Trapeze Group UK is excited to be part of the Modaxo group. Modaxo is a new, dedicated global organisation bringing together businesses from across Volaris Group that collectively focus on advancing new technologies and innovations for People Transportation. With more than two dozen companies (Trapeze being one of them), representing 12 brands, Modaxo comprises 2,000 people, operating from 35 offices in 21 countries around the world. Your responsibilities 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. Accountability Customers Support existing clients and drive customer satisfaction. Provide superior customer support services and ensure that commercial terms are sustainable, profitable and consistent with Trapeze 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. In return we will offer You will report to the Customer Services Manager and work within a small dynamic team. As Trapeze Group UK is part of the wider Modaxo family, this can present opportunities to navigate your future career within the wider Modaxo family. Competitive base salary and a discretionary bonus scheme, private pension scheme, Healthcare Cashback scheme, 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. To be eligible you need 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. 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 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 Seniority level Associate Employment type Full-time Job function Customer Service Industries Software Development Referrals increase your chances of interviewing at Trapeze Group Europe / UK by 2x Get notified about new Customer Advisor jobs in Chippenham, England, United Kingdom. #J-18808-Ljbffr