Customer Support Representative

About the role This is an opportunity for an experienced Customer Support Representative to join a growing fintech, working fully remotely as part of our US team. Reporting to the Head of Customer Support, you will be a key part of our technical support function, working alongside colleagues across our UK and US operations to support the audit firms, lenders and financial services businesses that rely on our platform every day.

Your ability to understand a customer’s needs and guide them to the right outcome is exactly what our customers value. You will be their trusted point of contact, helping them get the most from our technology, investigating queries and working closely with our product and technical teams to resolve them. The insight you gather from customers will also help shape how our product develops, so you will see the impact of your work across the business.

If you enjoy solving problems, are curious about how technology works, and want to build your career in a business where customer experience truly matters, this role offers real scope to grow.

Key responsibilities of the Customer Support Representative

• Assisting our clients with all support issues raised on our product portfolio, both on the telephone and on support software

• Maintaining records on all support calls taken using Zendesk

• Co-ordinating the resolution of technical issues to agreed SLA’s.

• Updating help sites and forums.

• Maintain Internal Environments, keeping installed software up to date with recent releases.

• Troubleshooting and reporting bugs.

• Raising issues that require 2nd line assistance using Jira.

• Managing the stream of support requests ensuring that all our clients are kept informed.

• Responding to all requests for support in a timely and professional manner

• Assisting with testing our products on an ad hoc basis.

• Assisting management with ad hoc reporting.

• Client training.

• Access to work with one of our other team's as part of development, Product, Projects, Operations, Technology, Account Management.

About You The ideal candidate will be intelligent, well presented, articulate, and confident. He or she will have a positive outlook and be comfortable working in a fast-paced, dynamic company in the technology industry.

• 1-3 years in support or client facing roles preferred.

• Skilled at MS Office applications including Word, Excel and PowerPoint.

• Basic understanding of software concepts.

• Good knowledge of data privacy and working with highly regulated data.

• Ability to solve problems within a technical environment.

Technology requirements

• SQL Server

• MS Click Once (Desirable)

• Full Microsoft office

• Good level of experience with Excel

• Experience using Zendesk or similar ticketing software.