Customer Support Consultant - Aylesbury, United Kingdom - Defaqto

Defaqto

Verified Company

Aylesbury, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We're recruiting for a
Customer Support Consultant to join the Customer Success team.

Working within a dynamic team, you'll be responsible for delivering excellent customer support across the full range of Defaqto's software solutions to all internal and external customers, ensuring all software and data issues are recorded, investigated, resolved and communicated professionally and within agreed timelines.

This role is based in our Haddenham office (HP17). We operate a hybrid working model providing a balance of home and office working.

What you'll be doing:

Developing and maintaining indepth knowledge of all Defaqto's products/services
Prioritising, managing and investigating issues effectively in liaison with relevant departments
Assisting customers to understand how to use our software and interpret our data
Meeting defined timescales for initial response, issue replication, identification of severity level, next course of action and issue resolution
Recording all issues in our CRM system and logging progress appropriately in the internal support ticketing system
Collaborating effectively as a team, ensuring the handover of issues
Advising customers of relevant data developments, software updates, outages and changes
Working with relevant departments to identify process changes to prevent reoccurrence of issues, coordinating action and updating documentation accordingly
Configuring Defaqto Compare software according to Client requirements within agreed SLAs
Setting up and configuring data extracts for customers
Testing of new software releases and patch fixes
Assisting the Contracts & Licensing team when required

What you need to succeed:

An interest in, and willingness to learn about, the financial services industry and financial products
Excellent customer support skills, combining customer service with technical support
Good written and verbal communication skills, including an excellent telephone manner
Good interpersonal skills, including strong team working skills
Ability to perform tasks in a structured, considered manner (such as triaging and testing), plus good problem solving skills
Capable of quickly learning new software and explaining it to others
Strong administration and organisational skills, with the ability to prioritise work to meet deadlines
Capable of developing indepth understanding of an industry or sector (demonstrated through previous experience)
Positive, proactive, uses initiative and takes responsibility
Committed to working within established processes and guidelines
Methodical, diligent, strong attention to detail and high standards
Target oriented, selfmotivated and aspirational
Fintel plc _and all the businesses within it adopt a zerotolerance 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._
For these reasons we strongly en_courage suitably qualified applicants from a wide range of backgrounds._