Housing Senior Support Consultant

📋 Description

• • Be the trusted technical authority for NEC Housing, the UK’s market-leading housing management platform. You will own the end-to-end resolution of complex application issues, turning frustrated customers into loyal advocates and ensuring councils and housing associations can keep roofs over people’s heads.
• • Work 100 % remotely or in a hybrid arrangement—your choice—while collaborating with a close-knit UK-based team and occasional Canadian colleagues. Core hours are 09:00–17:30 Monday to Friday; once every ten weeks you’ll cover the Canadian shift (14:00–22:00) to guarantee global continuity.
• • Master the full stack: SQL Server, Windows/IIS administration, application configuration, and integration points with finance, CRM, and document-management systems. We provide intensive, paid product boot-camps and ongoing certifications so you become the go-to guru even if you have never seen NEC Housing before.
• • Own the ticket lifecycle from triage to root-cause fix. Use ITIL-aligned processes (Incident, Problem, Change, Knowledge) to hit aggressive SLAs, reduce recurring issues, and publish reusable run-books that make the whole team faster.
• • Translate cryptic customer pain-points into crystal-clear technical requirements. Reproduce bugs in test environments, craft SQL scripts or configuration tweaks, and package elegant work-arounds that front-line support can deploy in minutes.
• • Champion proactive problem management. Mine support data for patterns, run trend analyses, and propose code fixes or process improvements that slash ticket volume and delight customers before they even know they have an issue.
• • Build and curate the knowledge base: step-by-step guides, short Loom videos, and concise KB articles that empower end-users and reduce escalations. Your documentation will be referenced by 200+ support engineers across the globe.
• • Identify upsell opportunities during support interactions—additional modules, premium services, or training engagements—and partner with Account Managers to turn them into revenue, directly impacting company growth.
• • Mentor junior consultants and graduates. Run weekly tech huddles, code reviews, and brown-bag sessions to raise the collective IQ of the team and carve your pathway into leadership roles.
• • Contribute to the product roadmap. Feed real-world customer pain back to Product Engineering, influence prioritisation, and beta-test new releases so our software stays ahead of regulatory and market demands.
• • Enjoy variety: one day you’re tuning SQL indexes to cut report run-time by 80 %, the next you’re guiding a local authority through a GDPR data-extraction request, and the day after you’re presenting a root-cause analysis to an executive steering group.
• • Make a genuine societal impact. Every patch you ship or workflow you streamline helps social landlords allocate homes faster, collect rent more fairly, and support vulnerable tenants—your code literally keeps communities housed and safe.