1st Line Tech Support – Operations
2 days ago
🔄 Hybrid – London
Description
• Serve as the primary point of contact for frontline agents seeking technical assistance with customer-related issues. • Provide timely and effective troubleshooting and problem resolution for technical challenges faced by customers. • Escalate customer issues to Product/Tech teams, creating thorough tickets following detailed investigation. • Collaborate with internal Product and Technical teams to escalate and resolve complex technical issues. • Document all technical inquiries, issues, and resolutions in our ticketing system. • Develop and deliver training materials/cascades to frontline agents to enhance their ability to resolve customer issues independently.
Requirements
• Excellent communication and interpersonal skills • Exceptional problem-solving skills • Knowledge of financial industry regulations and compliance standards • Proven experience in a technical support role, preferably within the financial services industry • Strong technical proficiency with software applications, systems, and tools commonly used in Customer Service Operations • Experience with CRM systems such as Microsoft Dynamics, Salesforce etc. • Familiarity with ticketing systems, remote support tools, and knowledge base management, such as Jira and Confluence
Benefits
• Birthdays off • Personal days/charity/volunteering days • Buy and sell holidays (up to five days) • Social calendar • Cycle to Work scheme and Season Ticket Loans • Personal training budget • Free drinks fridge and snacks
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