Support Consultant

Position Overview:

The Support Consultant is the first point of contact for ProSpend customers seeking help with the platform. The role handles incoming support tickets across all channels, triages and prioritises them according to the SLA framework, and resolves them accurately and efficiently.

ProSpend's customers are finance teams, so the role requires a solid understanding of financial processes and terminology. Beyond resolving issues, the role guides customers on how to use the platform effectively and acts as the link between customers and the Product team. The role is built on four areas:

• Resolve: deliver timely and accurate resolution of customer issues within SLA.
• Guide: answer how-to questions and help customers use ProSpend in the way that best suits their processes.
• Voice of the Customer: represent customer needs to the Product team through enhancement requests, product ideas and defect reporting.
• Customer Experience: ensure every interaction is empathetic, clear and professional, supporting satisfaction and retention.

Success in this role means SLAs are consistently met, tickets are resolved efficiently, customers are satisfied with the support they receive, and customer needs are clearly represented in the product roadmap.

Key Responsibilities:

1. Ticket Management and Technical Resolution

• Receive, triage and classify incoming tickets according to the ProSpend Support SLA framework.
• Resolve support issues, including configuration, report generation, user permissions and workflow troubleshooting.
• Troubleshoot integrations between ProSpend and customers' accounting and ERP systems, such as Xero, MYOB, SAP and Microsoft Dynamics Business Central.
• Investigate issues using SQL queries, system logs and API requests and responses to identify the root cause.
• Escalate complex tickets with full context, reproduction steps and initial investigation findings.
• Own each ticket through to resolution and follow up without being prompted.
• Log all customer interactions, resolution steps and outcomes accurately in the Support platform in real time.

2. Customer Guidance and Best Practice

• Answer how-to questions clearly and help customers use the platform with confidence.
• Provide guidance on how to best configure and use ProSpend to support customers' expense, invoice and purchase order processes.
• Identify when a question reveals a broader process need, and recommend the most suitable approach.
• Write, update and improve knowledge base articles based on recurring questions and ticket patterns.
• Identify recurring issues and inefficiencies, and recommend process improvements that help the team deliver faster, higher-quality responses.

3. Voice of the Customer and Product Feedback

• Act as the link between customers and the Product team.
• Create enhancement requests on behalf of customers, with clear context on the business need and impact.
• Share product ideas and customer insights regularly so the product roadmap aligns with customer expectations.
• Report product defects in a structured format, including expected behaviour, actual behaviour, environment, supporting data and screenshots.
• Work with Product and DevOps, through the defined escalation process, to support the resolution of defects, integration issues and incidents.

4. Customer Experience

• Provide clear, empathetic and professional written responses that directly address the customer's question or issue.
• Explain technical issues and resolutions in plain language suited to a finance audience.
• Keep customers informed of progress throughout the life of each ticket.
• Maintain a professional, solution-first tone in every interaction, as each one represents the ProSpend brand.
• Contribute to high customer satisfaction and retention through consistently timely, high-quality support.

5. Team and Collaboration

• Participate in daily standups, weekly support review meetings and required training sessions.
• Share knowledge and resolutions openly to build collective team capability.
• Contribute to reviewing and refining ways of working, processes and playbooks so the Support function can scale with the business.