This is a great opportunity to join a company within the fintech industry. You will assist both buyside and sell-side customers with queries related to the platform's products and services. Responsibilities include resolving customer issues, recommending solutions, guiding users through features, and maintaining excellent customer support from sales to post-sales.
The working hours for this role are 2pm until 10pm.
Key Responsibilities
- Respond to customer queries via phone, email, or chat
- Document and prioritize external client issues, coordinating responses for 2nd and 3rd line support
- Assist customers in using specific features
- Analyze and report product bugs, following up with customers once resolved
- Create and maintain user FAQs
- Set up new client and user logins
- Maintain and improve user onboarding approval processes
- Ensure consistent and up-to-date user data
- Gather customer feedback to share with product, sales, and marketing teams
- Produce monthly user and activity reports
- Maintain up-to-date user/client lists for existing and prospective clients
- Coordinate error logs with the technology team
Mandatory Skills
- Excellent communication, listening, and questioning skills
- Proficiency in Outlook, Excel, and Word
- Preferably previous experience in a technology, software, or financial services support role
Benefits
- 25 days annual leave, plus bank holidays
- Private medical insurance
- Life insurance
- Flexible working
- Discretionary performance bonus
- Pension plan
For more information on this role, apply now!