Chat Support Consultant

at  IMP Software

THE BUSINESS:

Founded by a team of financial experts and ex-MAT professionals, IMP Software has a deep understanding of the challenges facing multi-academy trusts. Our mission is to empower multi-academy trusts with the tools and expertise they need to manage their finances more efficiently and effectively. That’s why we’re trusted by trusts across the country to provide the only budgeting, forecasting, and reporting software designed specifically for them. From a standing start, in less than 5 years we are now used by most large trusts to help them deliver smarter MAT Finance.
We’re proud to be at the forefront of innovation in the MAT finance sector, and we’re constantly looking for ways to improve our offering. We work closely with our customers to understand their requirements so that we can tailor our product to their specific needs, and our team is always available to provide expert advice and support.
But at our core, we’re more than just a software company. We’re a team of passionate and dedicated professionals, committed to helping multi-academy trusts achieve their financial goals. We believe that financial planning should be simpler, more accessible, and more transparent, and we’re proud to be leading the way in supporting smarter MAT finance.
At IMP we are very aware that the success of our business will be directly correlated to the quality of the team that we can attract and more importantly retain! Due to this core belief, IMP offers fantastic career progression within a business that places huge importance on the happiness of the team, through our respectful, fun(!) and supportive culture + flexible working, regular socials and funded/encouraged CPD.
Role description:
Providing a first-class customer experience is at the heart of everything that we do and
we’re looking to add to the excellent team that’s already in place.
With the fast growth of the business, we are looking for a bright, energetic person who
shares our passion for delivering excellent customer service.
The role is largely focused on advising customers on any queries raised related to the
use of our MAT budget planning software.

SKILLS AND EXPERIENCE:

• Excellent written and oral communication skills
• Proven problem solver with an analytical approach to solving system/data

challenges.

• Working knowledge of Microsoft Excel
• Prior experience of working in a systems focused role is desirable.
• Prior experience of school finances is advantageous but not essential.
• Accounting qualifications or experience is desirable but not essential.

• Provide support and advice to customers and other team members in terms of

how the application works.

• Make agreed configuration changes as required for customers.
• Investigate application issues.
• Detailed logging of tickets containing accurate replication details and desired

outcomes.

• Timely Escalation of Support Tickets
• Create Customer Guides & FAQ’s
• Work in a PROACTIVE manner.
• Any other tasks as required.