Customer Support Agent
August 21
🏢 In-office - Edinburgh
Description
• The successful Customer Support Agent will play a major role in helping and assisting our customers you will be responsible for monitoring and responding to enquiries via web, email, phone and other channels. • This will involve investigating and diagnosing issues using company and online resources to solve any problems and maintaining communication and issue logs in compliance with policies and legislation. • You should be comfortable with the following: • Being part of a team that is always striving to improve the quality of service we provide to customers • We are motivated to go the extra mile and see complex issues through to resolution, we will expect the same from new joiners • It is important for you to demonstrate an understanding and supportive approach to your customers • You have an interest in finance or technology and are keen to develop a career in these sectors • You take pride in the level of service you provide and take ownership of the customer experience • You have an inquisitive mind and proactive approach to problem solving and issue resolution • We have a fast-paced, constantly changing environment. You and your team are expected to be self-leading and at times work independently • The culture is one of sharing knowledge and ideas about how we can improve, your contribution will be valued • You will have the flexibility to work between the hours of 8am and 6pm Monday – Friday (35-hour week), and also the capability to provide 24/7 out of hours support on a rota basis (1 week in 6).
Requirements
• Experience supporting customers via phone and email • Experience providing 1st line technical support or troubleshooting a technology product is beneficial but not required • Confidence when communicating with customers combined with the ability to effectively tailor your communication style to differing audiences • Complaint handling experience would be beneficial but is not essential • A high level of attention to detail • An academic background in finance, technology or business would be beneficial but is not essential • European language skills or Experience of working with overseas (European) clients.
Benefits
• Share Options Incentive Scheme. • Company Bonus - the more successful we are together, the greater the reward. • Flexible benefits - £1000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs. Including Private medical insurance, gym membership, health checks etc. • Perkbox - enjoy freebies and discounts on many other products and services. • 33 days holiday (including bank holidays) & your birthday off - choose which days you take off to relax and/or spend time with loved ones. • Learning Opportunities – on joining Modulr you will embark on our 3-day onboarding programme, called ModStart, to be equipped with the Modulr know-how and arm you with the tools you need to be successful from day 1! But we do not want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels, platforms, and Buddy allocation to allow you to grow and develop in Modulr. • Modulr hands-on - join your colleagues for our company wide events throughout the year. • Great workspace - Modulr thrives on innovation which is best done through in-person collaboration. This approach enables us to work together closely, exchange ideas, and create innovative solutions that drive our success. We ask our team members to be based in the office 4 or more days a week. We have state of the art offices located in WeWork in Edinburgh, ScaleSpace in London, and WeWork in Amsterdam. • Bike to work / E-bike scheme.
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