Our Pipeline App empowers your team to plan ahead and forecast for upcoming procurement activities. 
The Tender App allows your team to visualise all sourcing activities within your Atamis platform, from issuing tenders to receiving bids.
Our Contract & Supplier App puts your team in firm control of your key supplier relationships and provides a central repository for all contracts. 
Our Enhancers ensure your solution is tailored to your needs. Pick and choose additional functionality that fits your requirements. 
37.5 hours per week- Hybrid Working – minimum 2 days per week in the office.
Introduction
This role provides comprehensive support to Atamis clients and associated suppliers using the Atamis system and portals. The consultant is responsible for both initial support and more advanced technical assistance, ensuring high-quality service across all touchpoints.
Role Overview
The Client Support Advisor acts as a key contact for client queries, delivering triage, escalation, and resolution via phone, email, and internal ticketing platforms. The position involves technical troubleshooting, client training, and ownership of the support process from start to finish.
Core Responsibilities
- Monitor and manage incoming tickets via the internal support platform, support mailboxes, telephony lines and live chat
- Act as the first responder for client queries, resolving issues such as password resets, supplier registration, and portal guidance.
- Escalate complex technical issues as appropriate, while ensuring accurate documentation and continuity of service.
- Investigate and resolve support queries across client environments, clearly explaining what the issue is, why it happened, and how it has been resolved.
- Lead training webinars, facilitate client training weeks, support system demonstrations, and assist with sandbox/live environment onboarding.
- Ensure all support requests are handled in line with contractual SLAs and KPIs.
- Maintain detailed ticket records and support documentation to contribute to the internal knowledge base and improve client self-sufficiency.
Escalation Process
- Triage incoming issues, create tickets, and escalate when necessary.
- Assign ownership appropriately, avoiding misallocation or duplication.
- Collaborate with internal teams and technical leads for complex resolutions.
Skills & Attributes
- Excellent communication and client engagement skills.
- Strong analytical and technical troubleshooting abilities.
- Able to work confidently with users across a range of technical backgrounds.
- Detail-oriented approach to ticket management and knowledge documentation.
Please email your CV along with a brief note expressing your interest and how you envision adding value to our organisation to our HR department via the form below: