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.