Support Consultant

Role overview Resolve complex, high-priority customer issues while enhancing the customer experience through proactive problem-solving, root cause analysis, and process improvement. The Support Consultant plays a leadership role within the support team, advancing self-service strategies, knowledge development, and mentoring others, while collaborating cross-functionally to drive service excellence. What You Will Do: Key Responsibilities: - Take ownership of escalated and complex cases, ensuring resolution within SLA and delivering clear, accurate, and timely solutions. - Identify recurring or high-impact issues and lead root cause analysis (RCA) that results in at least one service or product improvement per quarter. - Proactively create and maintain internal/external knowledge articles, filling gaps identified through case trends and customer feedback. - Drive at least a 15–20% improvement in self-service adoption by identifying blockers, improving content, and promoting usage. - Collaborate across support, engineering, and product teams to resolve critical customer issues and improve internal handoff efficiency. - Informally mentor Support Associates by sharing best practices, reviewing their cases, and helping improve their resolution quality. - Demonstrate strong case hygiene, professional communication, and visible participation in team ceremonies and retrospectives. What You Will Have: Key Competencies required - Customer Focus- Ensures complex issues are resolved with clarity and empathy; anticipates customer needs. - Collaborative- Works seamlessly across departments and shares knowledge generously; helps build team cohesion. - Manages Complexity- Breaks down multi-faceted problems, identifies root causes, and delivers structured solutions. - Plans & Aligns- Creates logical action plans, aligns with key stakeholders, and minimizes bottlenecks. - Communicates Effectively- Communicates professionally across channels; tailors messaging for technical and non-technical audiences. - SaaS Environment Awareness- Applies knowledge of SaaS architecture, uptime, and service expectations to support engagements.

OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors. We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.