Customer Support Associate

Description

Kickstart your career in Customer Success with a leading fintech brand!

Role Overview

In this role, you'll support customers, mainly by telephone, to use a range of our financial adviser-focused software products.

This is a varied role spanning case management, task-based work, and a high volume of inbound calls and emails. You’ll help customers with everything from straightforward queries such s password reset to more complex issues, so strong organisation, problem-solving and communication skills are essential.

This is an exciting opportunity for someone who is comfortable with technology, enjoys helping others, and is keen to develop a career within Customer Success.

Key Responsibilities

Customer Support & Case Ownership

• Act as a first point of contact for customers, handling a high volume of inbound calls and emails - taking ownership through to resolution
• Triage incoming queries, accurately assessing each issue and prioritising it appropriately
• Follow up with financial advisers and liaise with internal teams to investigate and resolve more complex cases, keeping everybody updated
• Log and manage cases accurately in our CRM (Microsoft Dynamics) and ticketing system
• Deliver a great customer service experience on every interaction

Product Knowledge & Documentation

• Build and continually expand your knowledge of Defaqto's software platforms and products
• Write and maintain clear support documentation and internal knowledge resources
• When you're more familiar with our products and settled in your role, you may deliver occasional training to help customers get the best from our software

Customer Success Collaboration

• Work closely with colleagues and advisers, using Teams to keep cases moving and resolve issues
• Identify recurring customer issues or feature requests and raise them with the relevant teams
• Support team initiatives that improve the customer experience

Skills, Knowledge and Expertise

Qualifications

• Educated to A-Level standard or equivalent. A degree is beneficial but not essential

Knowledge:

• Strong IT literacy with the ability to pick up new systems and tools quickly
• Understanding of customer service principles and best practices
• Familiarity with online meeting and presentation tools (e.g. Microsoft Teams)

Skills

• Excellent verbal and written communication skills
• Strong organisational and time-management abilities
• High level of IT literacy and ability to learn new systems quickly
• Problem-solving mindset with attention to detail

Experience:

• Experience in a customer-facing role (e.g. customer service, support, or training) is advantageous
• Confident and professional telephone manner
• Experience delivering presentations or demonstrations (formal or informal) is helpful
• No prior software training experience required – full on-the-job training will be provided

Approach to work:

• Self-motivated and proactive with a “can-do” attitude
• Eager to learn and develop new skills
• Collaborative team player who enjoys helping others succeed
• Adaptable and comfortable in a fast-paced, changing environment
• Customer-focused and empathetic in every interaction

What's in it for you?

• Hybrid working (at least twice a week in the office)
• Monday to Friday working pattern
• Structured training and onboarding
• Opportunity to join a well recognised fintech and financial services brand
• Clear progression opportunities across Defaqto and the wider Fintel Group
• Exposure to technology, customer support and financial services

Fintel plc and all the businesses within it adopt a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010.

We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do.

We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.