Software Support Specialist - remote working

In this role, you will be responsible for providing first-class support to all users of the system. Your detailed knowledge of the system, coupled with a comprehensive understanding of customer needs, will ensure that you provide a tailored and excellent service.

The ideal candidate will be passionate about showcasing their technical product knowledge in a customer-centric environment.

Main Responsibilities

• Work as part of a busy operational team delivering first-class service to all company stakeholders and customers.
• Perform regular user acceptance testing on new features and feature enhancements on both the mobile app and web portal.
• Support new and existing customers with patience through various communications channels including but not exclusive to, Live Chat, email, and telephone.
• Guide and support users of products while transferring system knowledge with an excellent, and adaptable education style.
• Maintain full product knowledge of services and features.
• Continuously improve the customer-facing learning material to a high-quality standard.
• Work closely with our Development Team to help identify and resolve system issues in line with business SLAs and OLAs.
• Maintain and enrich the support knowledge base.

Essential Candidate Requirements for the role:

• Advanced skills in MS Excel, MS Word, and MS PowerPoint.
• Understanding of different file formats including txt, CSV, XML, and Excel.
• Excellent verbal and written communication skills
• Hold enthusiasm for delivering excellent customer service.
• Experience in working within a high-pressure operational environment.

Desirable Candidate Requirements for the role

• Experience of IT Service desk experience.
• Experience working in a financial services environment.
• Experience and knowledge of how to link business systems to improve business processes.