Customer Support Associate
Posted Updated
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.
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.
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
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
- 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