Customer Support Technical Specialist
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Job Description
Customer Support Technical Specialist supporting software and hardware issues for fintech products. Ensuring high customer satisfaction through effective case management and collaboration with teams.
Responsibilities:
- Manage customer enquiries from initial contact through to resolution, ensuring timely communication, accurate case management and a consistently high standard of customer service
- Investigate and resolve service calls and incidents, documenting the steps taken and resolutions identified to facilitate training and continuous improvement of our processes and products
- Work closely with the Development and QA teams to investigate and provide resolutions to software defects, providing feedback and improvement suggestions
- Take responsibility for the ownership of your own workload and be willing to be flexible to help others with their workload when required
- Drive continuous improvement by identifying opportunities to enhance products, services and ways of working, providing customer feedback on product usability and functionality, contributing to knowledge management, root cause analysis and the adoption of AI-enabled service delivery
- Provide out-of-hours customer support as required and where agreed in advance
- Contribute to the creation and maintenance of internal and external facing collateral, such as knowledge base articles and videos, as well as Root Cause Analysis documentation
- Deliver manual Bacs bureau processing activities as may be required to support existing customers – reviewing processes and policies to ensure a high degree of efficiency, security, and customer experience
Requirements:
- Experience working for a Bacs Approved Software Supplier is highly desirable
- Experience of the UK Bacs payments industry, including Direct Debit and Managed Bureau services (or willingness to develop this expertise)
- Previous experience of working in a technical customer support role, ideally supporting software applications, is essential
- Proficiency in Microsoft Office applications is required
- Good technical understanding of the basic IT systems including SQL databases, networks and IIS
- Experience supporting hosted software applications within cloud providers such as AWS, Azure is desirable
Benefits:
- Competitive salary plus car allowance and bonus
- 25 days annual leave (with the option to buy more or sell some)
- 10 days rolling sick plan, plus an Extended Illness Pay scheme
- Pension Contributions: 5% Employee and 5% Employer
- Life Assurance 4x base salary
- Private Health Insurance
- Health Cash Plan
- Personal Travel Insurance
- Cycle to Work scheme
- Electric/Hybrid Vehicle Leasing scheme
- My Premier Benefits (discounted high street retailers)
- Employee Assistance Program (EAP) and Mental Health First Aiders to support you
- Refer a friend scheme – up to £4,000 for each successful referral
- Join communities and collaborate with your colleagues through our internal networking events
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