Support Onboarding Consultant

The Role

This is a full-time, office-based role within our Support & Onboarding team, offering plenty of variety, customer interaction, and technical problem-solving.

You'll be the first point of contact for new customers getting set up on our software, guiding them through the onboarding process and providing ongoing support as they learn the system. You'll work closely with internal teams to ensure customers experience a smooth transition, complete their setup correctly, and understand how to use the product effectively.

The role involves a blend of investigating support queries, helping users troubleshoot issues, walking them through features, and ensuring they feel confident and supported from day one.

Other responsibilities include:

• Handling incoming support queries via telephone and email
• Logging, tracking, and updating cases using our in-house systems
• Testing new features from a support/user perspective
• Assisting with system setup, data migration checks, and user configuration
• Working with a friendly, close-knit team to resolve customer issues efficiently

You'll need strong IT skills, a logical mindset, and great communication abilities. Full training will be provided on our software and internal systems.

Because migrating to a new platform can be overwhelming for customers, the ability to reassure users, explain technical steps clearly, and deliver excellent service is essential.

Key Responsibilities

• Provide first-line and onboarding support to new customers, including initial setup and data checks
• Troubleshoot user issues via phone and email, escalating when needed
• Help coordinate customer go-live schedules with internal teams
• Deliver online walkthroughs and feature overviews to help users get comfortable with the system
• Create and update support articles, user guides, and FAQs
• Test new features and provide feedback to the product team
• Build positive relationships with customers through timely, proactive support
• Ensure all support cases are accurately logged and resolved in a professional manner

About You

• 2-3 years experience in software support, onboarding, or a customer-facing IT role
• Ability to explain technical steps in a simple, friendly, and confident manner
• Strong customer service skills and the ability to build rapport
• Organised, detail-focused, and able to manage multiple tasks
• Excellent written English for emails and documentation
• Comfortable using CRM, ticketing tools, or business software
• Logical thinker with an interest in problem-solving and technology
• Experience in the automotive/motor trade (dealership, garage, etc.) is beneficial but not essential
• Quick learner who adapts easily to new systems and processes

Benefits of Joining the Team

• Monthly attendance bonus
• Free daily lunch at the on-site restaurant and coffee bar
• Free access to on-site gym, table football, and arcade machines
• Casual dress code
• Modern offices with free parking
• Workplace pension scheme

Salary depends on skills and experience. This role is office-based and not suitable for remote working.

Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.

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