Trainee Customer Support Associate

Software Executive

Department: Business Support

Employment Type: Permanent - Full Time

Location: Huddersfield

Reporting To: Head of Adviser Technology

We’re looking for a proactive and customer-focused Software Consultant to join our internal Adviser Technology Team. This office-based role is pivotal in supporting our members by providing first-line technical assistance across our full suite of financial planning tools. The team are responsible for the delivery of over 15,000 licences, across a product suite of 10 financial planning tools.

• Provide first class support to our customers via email, web and phone, including investigating and troubleshooting customer issues.
• Control licencing of our various technology solutions.
• Play a proactive role within the existing technology team, to enhance our technology offerings and our licence outreach.
• Support our internal finance teams with income reconciliation.
• Leading online 1:1 software support session.
• Responsible for keeping current members satisfied and delivering an exceptional service on a day-to-day basis.
• Deal on a reactive and proactive basis to queries and resolve issues for existing and new members.
• Looking after all the operational tasks and working towards deadlines.
• Liaise professionally between internal staff members.
• Carry out any ad-hoc requests made by senior management to support the wider Simplybiz teams.
• Oversee the end-to-end administration and management of software licences across the organisation’s suite of SaaS products, ensuring compliance, optimisation, and cost-effectiveness

• Communication skills - Internal and external written, telephone and face to face communication to members and internal departments.
• Customer service - Both internal and external. Rapport building, Listening and interpretation, fact finding, understanding needs and negotiation. Maintaining positive internal relationships.
• Time and self-management - Organisation and prioritisation, working to deadline, taking ownership and accountability for own area and ensure you are punctual and work to the team’s daily rota.
• Understanding of the Organisation - Understanding of the group vision. Understanding Simply Biz, and the wider Fintel Group. Competitor and industry awareness.
• IT Skills – Microsoft Dynamics 365, intermediate Word, basic Excel and basic PowerPoint, Able to deliver effective web meetings and training sessions on an ad-hoc basis.
• Problem Solving - Research, investigation and decision making.
• Product Knowledge - A working knowledge of financial products and be able to discuss the key features and understand the minimums maximums requirements.

• Excellent communication and problem-solving skills.
• A customer-first mindset with a passion for helping others.
• Familiarity with financial planning tools or software support is a plus.
• Ability to work effectively in a team and manage multiple queries efficiently