Client Support Advisor - Atamis

Banyan Software provides the best permanent home for successful enterprise software companies their employees and customers. We are on a mission to acquire build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

About Atamis (A Banyan portfolio company)

Atamis is a dynamic and rapidly expanding software business based in Cardiff. We provide analysis and management tools to both public and private sector organisations. As the company continues to grow our team is expanding to meet increasing demand and ensure we continue delivering high-quality solutions to our clients.

Job Description

The Client Support Adviser is the first point of contact for clients using the Atamis platform providing high-quality technical support across a wide range of topics. You will work directly with clients to triage investigate and resolve queries using phone and internal ticketing systems. This is a client-facing role that requires excellent communication skills a logical problem-solving mindset and the ability to explain both the what and the why behind an issue.

Youll also play a proactive part in onboarding education and knowledge-sharing helping clients get the most from the Atamis system. This is an exciting opportunity for someone looking to build their career within a growing friendly and professional team.

Responsibilities;

• Act as the first point of contact for client support queries handling inbound requests via phone and ticketing system.
• Triage and diagnose issues escalating to technical leads when appropriate while keeping the client informed.
• Provide timely accurate and clear resolutions to clients explaining the What Why and How to promote understanding and reduce repeat queries.
• Host support training bespoke troubleshooting calls and system demonstrations to help clients resolve issues and build confidence in the platform.
• Accurately log categorise and update support tickets following internal processes and contributing to service quality standards.
• Collaborate with colleagues across Operations Sales Product and development teams to ensure efficient issue resolution.
• Contribute to the internal knowledge base and support materials based on frequently asked questions and known issues.

Qualifications & Experience

• Confident communicator able to build rapport and clearly explain complex topics to non-technical users.
• Strong problem-solving skills with a logical methodical approach to issue diagnosis and resolution.
• Willingness to learn quickly.
• Able to prioritise a busy workload while maintaining attention to detail and quality.
• Calm and empathetic under pressure with a focus on delivering a great client experience.
• Comfortable delivering remote support sessions training calls or walkthroughs via video conferencing tools.
• Desirable: Familiarity with support ticketing systems (e.g. Zendesk Freshdesk Jira Service Desk).
• Desirable: Experience working with public sector clients or within procurement/contract management systems.
• Desirable: Experience in a client-facing support role ideally within a SaaS software or technical environment.

Atamis Employee Benefits

- Starting Salary between 26k-28k depending on skills experience and performance at interview.

- 25 days annual leave.
- An extra days annual leave for your birthday.
- Advanced health insurance with Unum which includes an easy to access App employeeassistance program mental health support financial support 24-hour GP appointmentsphysiotherapy 121 coaching and employee discounts.
- Car purchases/hire through Octopus.
- 26 weeks full paid maternity leave.
- 4 weeks full paid paternity leave.
- Over and above award each month. The employee who has been nominated will receive a50 Amazon voucher.
- Linkedin advocacy incentives.
- Flexible working.
- Hybrid working.
- Employee bonus based on performance.

Diversity Equity Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams associates our Operating Companies and the communities we serve. As a collective our goal is to impact lasting change through our actions. Together we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic including race color genetic information creed national origin religion sex affectional or sexual orientation gender identity or expression lawful alien status ancestry age marital status or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit qualifications experience ability and job performance.