Customer Support Associate

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.

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