Application Support Engineer
Location: Cardiff
Hybrid / Flexible Working
Salary: Up to £30,000 depending on experience + up to 20% annual bonus
About us
Founded in 2018, LDMS is part of the LC Financial Holdings group, a three-pillar organization with over 950 employees across Europe. We have an impressive track record of providing world-class credit expertise that spans over 20 years.
We are a Fintech company focused on digital lending software, a market growing around 18% per year and set to be worth $27 billion by 2028. Given our expertise within the company and across the group, we aim to be the leader in the space. To achieve this, we need a team that can not only write quality code but also think creatively and challenge others to deliver the best solutions for our customers. We are an ambitious team with a significant 'to-do list' that includes improving existing products, building new ones, and delivering to new markets.
The Role
As an Application Support Engineer, you will be a key part of the service delivery team, assisting multi-disciplined teams to deliver and support world-class financial software for LDMS partners and clients. Reporting directly to the Service Delivery Manager, you’ll be supported to gain a sound and in-depth understanding of our business, the systems we use, and the products we supply. You’ll focus on supporting our customers by responding to service tickets, understanding customer needs and issues, and providing clear and accurate documentation that ensures users get the most out of our software. You’ll play a key role in bridging the gap between our internal technical teams and our customers.
* Be the first point of contact for clients and customers experiencing technical difficulties with our systems/products.
* Analyse tickets, identifying and resolving the root cause of the problem.
* Ensure that the query/problem is addressed within an appropriate time and manner that meets our SLAs.
* Follow up with the product owner/engineers to ensure that tickets have been completed and closed.
* Become a product expert and user champion to create and maintain training documents, presenting them in brochures, videos, webex, or any other means you see fit.
* Analyse support tickets to identify frequently asked questions and respond by creating and communicating help sheets for both customers and internal teams.
* Build strong working relationships with clients and third parties, understanding their needs to help LDMS deliver a quality service.
Skills & Knowledge
* Excellent communication and interpersonal skills.
* Ability to build and maintain strong working relationships with stakeholders.
* Excellent customer service.
* A logical and analytical mindset.
* Basic knowledge of how software is designed and implemented.
* Ability to analyse and interpret tickets to make informed decisions on priority.
* Experience working across multi-functional teams.
What’s important to us?
Our passion is tech, but we recognize that it’s the people we hire and bring together who are at the heart of the organization. Over the years, we have acquired and recruited a diverse group with hobbies ranging from gaming to ultra-marathon running, snowboarding to chess, and hiking and climbing. However, what we have in common are our values:
* Teamwork
* Merit
* Develop
* Honesty
* Impactful
* Integrity
If you can relate to the above, get in touch as there’s a good chance you’d be a great addition to the team.
Benefits
* Discretionary Bonus (Up to 20%)
* 25 days Annual leave (plus bank holidays)
* 1 day Birthday Leave
* 1 day Charity Leave
* Private Health Insurance - AXA VIP comprehensive cover - optional
* EAP
* Pension (Salary Sacrifice 3%/5% contribution)
* Salary sacrifice bike and electric car scheme
* Monthly Socials
* Charity Events
#J-18808-Ljbffr