Job Title: First Line Support Specialist Location: Poole Type: Full-Time About Us: We are an innovative and rapidly growing fintech startup, revolutionizing the way people interact with financial services with our cloud based solution. Our mission is to simplify and enhance the digital financial experience for individuals and businesses alike. We are passionate about leveraging cutting-edge technology to make finance accessible, transparent, and efficient. As we continue to scale, we are looking for a motivated First Line Support Specialist to join our dynamic team. Role Overview: As a First Line Support Specialist, you will be the first point of contact for customers and internal users, providing essential support for our fintech platform. This role is critical in ensuring a seamless customer experience by addressing and resolving inquiries, technical issues, and providing general assistance to users. You will work closely with our engineering, product, and customer success teams to ensure a smooth user journey and provide feedback to enhance the platform. Key Responsibilities: Respond to Customer Inquiries: Handle incoming customer queries via chat, email, and phone, offering fast and friendly support. Troubleshoot Technical Issues: Identify and troubleshoot basic technical issues related to our fintech platform, escalating more complex cases to second-line support when necessary. Provide Product Support: Assist users with understanding platform features, offering step-by-step guidance on processes such as account setup, transactions, and system navigation. Incident Reporting: Log, track, and resolve issues, ensuring timely and accurate incident reports are shared with the relevant teams for resolution. Collaborate Across Teams: Work closely with product, development, and second-line support teams to escalate, follow up on, and resolve complex issues. Knowledge Base Maintenance: Help document common issues and FAQs, contributing to a growing knowledge base for internal and external use. Monitor System Performance: Proactively monitor system health and flag potential disruptions, ensuring optimal performance for users. Continuous Improvement: Provide feedback on common user pain points and feature requests to product and engineering teams, aiding in the development of new solutions. Qualifications: Experience: 1-2 years of experience in customer support, Finance or Accounting software experience or an understanding of the industry, helpdesk, or technical support roles, preferably within fintech, SaaS, or related industries. Technical Skills: Basic understanding of financial technology platforms, web/mobile applications, and troubleshooting methods. Ability to quickly learn new systems. Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical concepts in a clear and concise manner. Problem-Solving Ability: Strong troubleshooting skills and the ability to think critically to resolve issues efficiently. Customer-Focused: A passion for delivering exceptional customer service, with a friendly and empathetic approach to resolving user concerns. Multitasking: Comfortable managing multiple tasks simultaneously in a fast-paced environment. Team Player: A proactive, positive attitude with a willingness to collaborate with cross-functional teams. Preferred Qualifications: Experience working in a fintech or fast-paced startup environment. Familiarity with CRM systems (e.g., Zendesk, Freshdesk) and ticketing tools. Knowledge of basic financial services, banking, or payments systems.