Support Consultant

Job Description

Responsibilities

Customer Support & Service Management 

Focuses on delivering exceptional customer support, resolving issues, managing service requests, and acting as a liaison between customers and internal teams.  

• Deliver exceptional support to NHS customers, managing and resolving enquiries across multiple communication channels, including helpdesk, email, live chat and telephone.  
• Prioritise, triage and escalate customer issues and requests, ensuring timely resolution and a positive customer experience.  
• Understand customer challenges and provide effective solutions that maximise the value and adoption.  
• Act as a liaison between customers, Engineering and Insights teams, communicating customer feedback and issues to support continuous product improvement.  
• Collaborate across Customer Facing teams, sharing operational updates and ensuring effective communication of customer-impacting changes.  
• Manage user access and permissions working closely with Sales to ensure customers have appropriate access aligned to their requirements.  

Customer Training & Enablement 

Focuses on educating customers, driving platform adoption, building user capability, and enabling customers to gain maximum value from the AdviseInc Platform.  

• Collaborate with Customer Success colleagues  to deliver virtual training, guidance and support to customers, including core functionality, bolt-on modules and related applications.  
• Collaborate with Customer Success colleagues to design and deliver effective onboarding and training programmes for new and existing customers.  
• Empower customers to become confident and self-sufficient users, promoting best practice and adoption.  

Data Management & Quality

Focuses on ensuring customer data is accurate, complete and fit for purpose, supporting successful onboarding and ongoing use of the AdviseInc Platform.  

• Facilitate the onboarding of new customers, guiding them through the data onboarding process and ensuring all data requirements are understood and met.  
• Manage data quality and processing activities, validating customer data to ensure accuracy, completeness and compliance with Platform requirements.  
• Investigate and resolve data-related issues, working closely with customers to identify root causes and implement corrective actions.  
• Support customers throughout the data quality lifecycle, providing guidance and recommendations to improve data standards, consistency and overall quality.  
• Monitor data quality trends and proactively engage with customers to address recurring issues and drive continuous improvement.  

• Collaborate with Customer Success, Engineering and Insights teams to resolve complex data challenges and improve customer outcomes.  
• Maintain and continuously improve documentation, processes and best practices relating to customer data onboarding, validation and quality management.

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