Software Support Consultant

Software Support Consultant

Company Overview

Meshed Group is a leading provider of comprehensive education management platforms, offering customisable, cloud-based solutions tailored to the needs of educational institutions and corporate enterprises. Our suite of products empower clients to streamline operations, enhance student and staff experiences, and achieve their organisational goals.

Overview of the Role

The role sits within the Support and Consulting division and is part of our Service Delivery Team providing support, consultative services, software development, software testing and customised platform solutions as well as integration, data migration and implementations.

The Software Support Consultant is responsible for the initial review of incoming support enquiries (via phone, email and Zendesk), categorise, action and/or and assigning them to the next resource as required. The Software Support Consultant is responsible for managing complex customisations. The role acts as a face of the company and a high level of customer service is expected in order to build long term relationships with clients.

You will report to the Support Team Leader and Service Delivery Manager.

Role Responsibilities

Zendesk ticket management

• Review new Zendesk tickets and place into one of 3 categories-

1-How-To Questions

.  Review questions and guide clients on how to use the platform via verbal communication or providing steps/links to user guides as appropriate.

.  If customer inquiry is not clear – follow up with the client or escalate to team lead for action or guidance.

. Maintain active assistance levels within SLA.

2-Incident/Bug

.  Review incident request by attempting to replicate on the appropriate platform. Then log bug in Jira.

.  If the incident description is not clear - follow up with the client or escalate to team lead for action or guidance.

.  Once resolution is reached - test in the system to ensure issue is resolved and notify client accordingly.

.  Ensure bugs gets resolved within SLA.

3-Customisation Task Request

.  Review customisation request and manage customisation request.

• Review ongoing Zendesk Tickets and follow steps listed above.
• Ensure all Open or Pending tickets are reviewed as per due date.
• Follow up with appropriate resource (Client or Internal Staff) for all Pending and Open tickets.
• When applicable – ensure any payment information is clear (from Accounts Team) before closing the ticket.

Business analysis

• Gather and analyse customer business requirements of all complexity levels (complex to simple).
• Translate business requirements into clear functional specifications, user stories, and acceptance criteria for engineering and QA teams.
• Conduct workflow and gap analysis between client business processes and platform capabilities to propose optimal solutions.
• Schedule meetings with clients or internal stakeholders to finalise requirements and translate them into technical briefs for customer approval.
• Collaborate with Product and Engineering teams during solution design, scoping, and backlog refinement.
• Manage client expectations regarding delivery timelines and ensure tasks get delivered on time.
• Facilitate requirement walkthroughs and obtain stakeholder sign-offs prior to development.

Testing and documentation

• Test the reported tasks.
• Add evidence of testing or detail test report depending on the nature of the task
• Create user guides for enhancement features.

Communication management

• Ensure clear, effective, and professional communication with both internal and external stakeholders. This includes both written and verbal communication.
• Where applicable - use Zendesk macros for consistency and clear communication.

Client relationship management

• Manage customer escalations, disputes, and complaints.
• Develop professional relationship with clients and provide high level of customer service.
• Conduct webinar to give overview of system features.
• Be the voice of the customer.

Training

• Train junior software consultants on product features and logic.
• Train clients on product features if required.

Knowledge base and upskilling

• Update the Knowledge Base Library (Confluence and Zendesk) as appropriate.
• Allocate at least 1 hour per week for personal development and training.

Requirements for the Role

Essential Skills:

• Minimum 3 years experience as a Software Support consultant.
• Astute technical confidence and experience with software development life cycles.
• Motivated, positive team player able to lead but also willing to be hands on at an operational level.
• Excellent communication skills, both written and verbal.
• Experience working with customers at all organisation levels.
• Exceptional customer engagement skills and a passion for delighting customers
• A continuous improvement mindset
• Knowledge of business requirement gathering and documentation for customised software development
• Comfortable using tools like Zendesk and Jira

Nice to have skills:

• Knowledge of Education Industry

Key Performance Indicators

• Achieve good feedback on Zendesk customer satisfaction survey.
• Successfully resolve client disputes and complaints within agreed timeframes
• Be on top of all your assigned tickets.
• Provide update to clients on time. Do not keep client waiting.
• Provide accurate information to client. If you are not sure, consult with seniors.
• Manage all assigned tickets as per company’s SLA.
• Deliver customisation within agreed timeframes.

Please note that only shortlisted candidates will be contacted.