Customer Support Engineer - Poole, Dorset - FinTech SaaS Start-up - up to £28,000
You'll be an integral part of the Poole customer support team in Poole, gathering information on support tickets, troubleshooting, prioritizing and escalating where necessary.
This is an important ambassadorial role for this company, this team is well respected and close-knit, priding themselves on providing excellent customer service for this rapidly growing company. If you love problem-solving and you're looking to grow with a business, this place is it!
The Role
- Manage inbound support tickets (telephone and email), triaging and prioritising accordingly.
- Ideally have some experience with accounting or finance software
- Great team player and customer service experience
- Record and manage all tickets using the company's ticketing software
- Keep customers updated as to the progress of open tickets
- Diagnosing, resolving, and triaging technical issues
- Escalating incidents and issues where necessary
- Liaising with internal stakeholders to facilitate swift ticket resolution
- Guide our clients in optimising their processes through our best practices
- Raise issues & risks to the product team and Customer Support Manager as necessary
- Learn the capabilities of our software to translate innovative ideas into solutions