Customer Support Consultant

Job Summary: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. 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.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.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.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 remote role, requiring occasional visits to our Chippenham or Aberdeen office, and may occasionally involve travel to client sites or team events.Job Description:YOUR RESPONSIBILITIESSupporting assigned clients with day-to-day application support issues, incidents and change requests. Resolve entry level technical incidents independentlyReplicate issues, if possible, to assist the development team with root cause analysis to enable a fix to be developedOwn client communication proactively for assigned accounts, Updating clients weekly with ticket progression and resolution with SLAsDelivering 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 informedAs 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 ResponsibilitiesAs 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.YOU WILL GETYou 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 workExtra payment for on call service responsibilities.ACCOUNTABILITYCustomersSupport 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 UnitResolution 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 accountsPerform routine application upgrades for the client, engage and agree appropriate system outages, as required.StaffSupport 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 productLiaise closely with Development Team Lead for new functionality being requested and for engaging for bug fixes and other incident/request resolutionBe able to learn effectively from training and also from on-the-job training.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.Good negotiating 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 workDesirable:Educated to degree level or equivalentSpecific transport software industry knowledge.Broad knowledge of the public transport market.Strong understanding of relational databases and client/server application architecture#LI-DNIWorker Type:RegularNumber of Openings Available:1And a fantastic opportunity to join a market leading Software Company. 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