Support Consultant

We are looking for a proactive, customer-centric Support Consultant to join our dynamic team. In this role, you will act as the first point of contact for a wider range of customer queries from everyday questions to complex, high‑priority incidents. You will play a key role in elevating the customer experience through effective troubleshooting, root cause analysis, and continuous process improvement. As a Support Consultant, you will also act as a mentor and knowledge resource for more junior team members, fostering skill growth across the team. You’ll collaborate cross‑functionally with product, engineering, and support teams to ensure seamless service delivery and exceptional customer outcomes.

• Handle incoming support calls and cases, conduct thorough investigation, capturing accurate information, and driving timely resolution.
• Manage complex cases end‑to‑end, ensuring resolutions meet SLA expectations and provide clear, professional communication throughout.
• Proactively create, update, and maintain internal and external knowledge articles, identifying gaps through case patterns and customer feedback.
• Collaborate closely with engineering, product, and other support teams to resolve critical issues and improve internal workflows and handoffs.
• Deliver an exceptional level of customer service at every touchpoint, ensuring a positive and consistent customer experience.

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• Customer Focus – Able to handle complex situations with clarity, empathy, and professionalism; anticipates customer needs and proactively addresses them.
• Collaborative Mindset – Works effectively across teams and functions; freely shares knowledge and contributes to a positive team culture.
• Manages Complexity – Breaks down multi‑layered problems, identifies root causes, and develops well‑structured, reliable solutions.
• Plans & Aligns – Builds logical action plans, coordinates with stakeholders, and helps minimise delays and bottlenecks.
• Communicates Effectively – Adapts communication style for both technical and non‑technical audiences; delivers clear and concise updates across channels.
• SaaS Environment Awareness – Understands SaaS application architecture, uptime considerations, and service expectations when supporting customers.
• Technical Skills – Familiarity with writing SQL queries to analyse and investigate data; experience using application logs for troubleshooting; and ideally, the ability to read Java and HTML codes to support deeper technical investigations.

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral. 
• Annual Leave – 20 days of annual leave, plus public holidays 
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7.
• Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
  • Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
  • Online Learning Platform: SkillsHub! - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth. 
• Life Insurance - 3x annual salary 
• Personal Accident Insurance - providing cover in the event of serious injury/illness.
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

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.

Learn more at www.oneadvanced.com