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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
