Job Description

About us

Halfords is evolving into a digital services business alongside its position as a leading UK retailer. It has developed a market‑leading field service management platform used across its stores, garages and mobile operations to deliver complex, end‑to‑end services.

This platform is now offered externally through Avayler, Halfords’ SaaS division. Avayler supports businesses across multiple industries and operates globally, with clients in the UK, Europe, Australia and the US. The business has an experienced technology team and well‑established sales, product and marketing functions.

About the role

We are seeking an Application Support Consultant to provide day‑to‑day support for the Avayler platform, acting as a primary point of contact for customers. The role involves identifying, troubleshooting and resolving application issues, ensuring smooth platform operation, and guiding customers through effective use of the system with a professional, service‑focused approach.

In addition to reactive support, the role plays an important part in continuous improvement by sharing insights with product, engineering and operations teams to enhance platform reliability and customer satisfaction. This position offers the chance to make a real impact in a growing SaaS business, while enjoying the stability, scale and long‑term backing of Halfords Group PLC

This is a remote role, but the successful candidate must be based in North or South Carolina.

Key responsibilities

• Providing exceptional client support: Assist clients with questions, issues, and troubleshooting, ensuring timely and friendly service that enhances their experience.
• Investigating technical issues: Diagnose and resolve software problems, from configuration issues to bugs, working closely with, and escalating to, the development team when needed.
• Guiding clients through our software: Offer clear, concise explanations and solutions for both basic and complex usage scenarios.
• Collaborating with cross-functional teams: Share client feedback, highlight recurring issues, and provide insights to support product improvements and feature development.
• Maintaining documentation: Ensuring client interactions are recorded Tiers 1 & 2 Support thoroughly and accurately, solutions, and workarounds documented to build a knowledge base that improves future support efficiency.
• Working to achieve client SLAs for responses and resolutions.
• Optimizing client success: Proactively support clients to ensure they achieve their goals, contribute to workflow improvements, and enhance overall support operations.

About you

• Ability to clearly document complex issues in support tickets for escalation.
• Technical understanding of cloud-based applications and SaaS platforms.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Client-focused mindset with a passion for helping others.
• Proactive, team-oriented, and eager to continuously learn and grow.
• Flexibility to work on a shift rota as needed.
• Creative thinking and a willingness to explore innovative solutions
• Experience in a SaaS support or service desk environment as Tier 1/2 support.
• Experience log searching through Datadog or similar software.
• Experience with Postgres SQL & C#.
• Understanding of SaaS products, cloud technologies, and software troubleshooting.
• Strong ability to explain concepts clearly and document processes effectively.
• Automotive software experience is a plus

Reward & benefits

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, 2 x life assurance, 25 vacation days, 401k (up to 6% matched contributions), 75% employer contributions for medical, vision and dental insurance and $700 per year wellbeing allowance.

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications.