Application Support Consultant - finance software

Role overview

Application Support Consultant (finance software) at IMP Software. You’ll deliver high-quality support to customers and help grow the capability of the support team around you.

Responsibilities

• Act as the initial escalation point for complex or unresolved customer support queries, ensuring timely resolution.
• Raise, track, and progress problem tickets, coordinating with internal teams as needed.
• Investigate and resolve customer queries efficiently with Level 2 technical depth.
• Accurately log incidents and provide clear updates.
• Support and coach the Chat Support team, progressing them from Level 1 to Level 2 capability.

Requirements

• Experience providing application support with the ability to handle complex escalations.
• Ability to own ticket lifecycles (raise, track, and progress problems).
• Comfortable operating at a Level 2 technical depth when investigating issues.
• Strong capability to coach and upskill other support team members.

Nice to have

• Experience working with teams and processes that involve chat-based support and tiered support levels (Level 1/Level 2).