Support Analyst

Ronald James Ltd.; North East, Newcastle upon Tyne; Hybrid; GBP 25,000 - 35,000; Full time

Job description

We are looking for a Junior Support Analyst to join a company within the fintech industry. You’ll assist their buyside and sell-side customers with queries about products and services. Your role will involve resolving customer issues, recommending solutions, and guiding users through features, ensuring an exceptional client experience.

This position also offers the opportunity to collaborate with technical and business teams, provide feedback, and assist in testing new initiatives to continuously improve our offerings.

Please note this role is a shift pattern role to cover US hours. 2 weeks hybrid in their office, working day shift. Then two weeks working remotely covering US hours 2pm-10pm.

Responsibilities:

1. Respond to customer queries promptly and professionally via phone, email, or chat.
2. Document external client issues and maintain a prioritised list of open cases, coordinating responses for 2nd and 3rd line support.
3. Assist customers with specific platform features and troubleshoot product issues.
4. Analyse and report bugs, ensuring customers are updated once issues are resolved.
5. Create and maintain user FAQs and onboarding documentation.
6. Set up new client and user accounts, maintaining consistent data quality.
7. Gather and share customer feedback with relevant internal teams.
8. Produce monthly user activity and engagement reports.
9. Maintain error logs in collaboration with the technical team.

Requirements:

1. Strong communication, listening, and questioning abilities.
2. Proficiency in Outlook, Excel, and Word.
3. Prior experience in a support role (preferably in technology, software, or financial services).
4. Excellent time management and multitasking skills.
5. Ability to work effectively under pressure, delivering timely and accurate solutions.
6. A team player who is eager to help and solve customer challenges.
7. Analytical, detail-oriented, and organised.