Technical Customer Support Advisor

7 months ago

Basildon, United Kingdom Stonebridge Mortgage Solutions Limited Full time

**About us**

At Stonebridge, our employees tell us we are a great place to work. We are passionate about what we do, our people matter, their opinions, insights and enthusiasm are key to our success. We value and look after people, are big on employee wellbeing, we are socially and environmentally responsible and like to get involved in charity work. We consistently look for ways to create a better future, back each other and most importantly, to do the right thing.

**Our benefits**
- £24,000 starting salary
- Hybrid working (flexibility to work partly from home)
- Casual dress
- Up to £15 per month towards a gyM/Fitness membership
- 2 days per annum for volunteering / charity work
- Free lunch, hot and cold soft drinks in the office
- Access to Sodexo Employee Discounts Platform
- Bike to Work Scheme
- Reward & Recognition Programmes
- Study Support

**The role**

The Technical Customer Support Advisor deals directly with the UK-wide network of professional mortgage and insurance Advisers, in relation to MINT system functionality (MI reporting software) delivering coaching to enable internal and external users to produce their own reports, based on MI outputs.

As an expert user of the system (and other surround systems) they provide individual coaching as required, as well as preparing delivering seminar/webinar sessions to demonstrate the system for new colleagues and potential new network members.

In addition, the Technical Customer Support Advisor accepts responsibility for supporting the Helpdesk in handling tickets raised by network members, relating to the Revolution system and general sales processing procedures. This will require the development of knowledge around the Revolution and surround systems, as well as some working knowledge of products and processes.

This requires delivering prompt, accurate and clear guidance and/or the fastest and most comprehensive resolution of queries possible. This includes referral and escalation where necessary.

The Technical Support Advisor may be required to support the testing of new functionality for the Revolution (and surround) systems and providing feedback within agreed timelines to support successful deployment.

**Key responsibilities**

**1. Establish and maintain expert user knowledge of the MINT system**

Responsible for:

- Attending initial training on the MINT system and subsequent update briefings
- Demonstrating competence of system functionality to expert standard (as assessed by system owners)
- Interpreting business-led requirements for MI report provision
- Providing feedback and improvement suggestions for the system to the owners

**2. Complete analysis and produce outcome reports for management based on MI from MINT and other systems**

Responsible for:

- Receiving and confirming requirements for MI analysis on instruction from the Partner Support Manager, Operations Director or a member of the senior management team (SMT)
- Producing output from the system that reflects targeted, focused MI requirements
- Integrate outputs from other systems as required to enhance the information and analysis
- Producing explanatory notes based on the analysis of the MI report as required

**3. Deliver coaching / presentations to internal & external users on how to use the MINT system**

Responsible for:

- Creating training/coaching/presentation materials in various formats to support learner / audience experience
- Delivering in person / online coaching sessions to individuals to upskill them to be able to create their own MI reports
- Delivering in person / online seminars/webinars to internal Stonebridge colleagues and/or external network members to demonstrate the system and provide structured training
- Providing reasonable follow-up support to users after coaching/training to enable them to produce their own reports
- Previous techical cusotmer support experience gained in a telephone / webchat based role
- Ability to prepare reports, create and interpret MI
- Customer service skills
- Confident and personable communicator

**Who we are**

Part of MSS, Stonebridge Mortgage Solutions Ltd is one of the leading dedicated mortgage and protection Networks in the UK with a professional community of over 1000 mortgage advisors and 450 firms.

We aim to provide world class support and guidance utilising our cutting-edge systems and regulatory expertise and our revolutionary spirit has the customer at its heart.

**How to Apply**

Reply to our advert or on our careers website

If you require any reasonable adjustments for any part of the recruitment process, please let our recruitment team know.

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