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In this role, you will be responsible for providing first-class support to all users of the system. Your detailed knowledge of the system, coupled with a comprehensive understanding of customer needs, will ensure that you provide a tailored and excellent service.
The ideal candidate will be passionate about showcasing their technical product knowledge in a customer-centric environment.
Main Responsibilities
- Work as part of a busy operational team delivering first-class service to all company stakeholders and customers.
- Perform regular user acceptance testing on new features and feature enhancements on both the mobile app and web portal.
- Support new and existing customers with patience through various communications channels including but not exclusive to, Live Chat, email, and telephone.
- Guide and support users of products while transferring system knowledge with an excellent, and adaptable education style.
- Maintain full product knowledge of services and features.
- Continuously improve the customer-facing learning material to a high-quality standard.
- Work closely with our Development Team to help identify and resolve system issues in line with business SLAs and OLAs.
- Maintain and enrich the support knowledge base.
Essential Candidate Requirements for the role:
- Advanced skills in MS Excel, MS Word, and MS PowerPoint.
- Understanding of different file formats including txt, CSV, XML, and Excel.
- Excellent verbal and written communication skills
- Hold enthusiasm for delivering excellent customer service.
- Experience in working within a high-pressure operational environment.
Desirable Candidate Requirements for the role
- Experience of IT Service desk experience.
- Experience working in a financial services environment.
- Experience and knowledge of how to link business systems to improve business processes.
