Customer Support Consultant

7 months ago


Aylesbury, United Kingdom Defaqto Full time

We're recruiting for a **Customer Support Consultant** to join the Customer Success team.

Working within a dynamic team, you'll be responsible for delivering excellent customer support across the full range of Defaqto’s software solutions to all internal and external customers, ensuring all software and data issues are recorded, investigated, resolved and communicated professionally and within agreed timelines.

This role is based in our Haddenham office (HP17). We operate a hybrid working model providing a balance of home and office working.

**What you'll be doing**:

- Developing and maintaining in-depth knowledge of all Defaqto’s products/services
- Prioritising, managing and investigating issues effectively in liaison with relevant departments
- Assisting customers to understand how to use our software and interpret our data
- Meeting defined timescales for initial response, issue replication, identification of severity level, next course of action and issue resolution
- Recording all issues in our CRM system and logging progress appropriately in the internal support ticketing system
- Collaborating effectively as a team, ensuring the handover of issues
- Advising customers of relevant data developments, software updates, outages and changes
- Working with relevant departments to identify process changes to prevent reoccurrence of issues, coordinating action and updating documentation accordingly
- Configuring Defaqto Compare software according to Client requirements within agreed SLAs
- Setting up and configuring data extracts for customers
- Testing of new software releases and patch fixes
- Assisting the Contracts & Licensing team when required

**What you need to succeed**:

- An interest in, and willingness to learn about, the financial services industry and financial products
- Excellent customer support skills, combining customer service with technical support
- Good written and verbal communication skills, including an excellent telephone manner
- Good interpersonal skills, including strong team working skills
- Ability to perform tasks in a structured, considered manner (such as triaging and testing), plus good problem solving skills
- Capable of quickly learning new software and explaining it to others
- Strong administration and organisational skills, with the ability to prioritise work to meet deadlines
- Capable of developing in-depth understanding of an industry or sector (demonstrated through previous experience)
- Positive, proactive, uses initiative and takes responsibility
- Committed to working within established processes and guidelines
- Methodical, diligent, strong attention to detail and high standards
- Target oriented, self-motivated and aspirational
- Fintel plc _and all the businesses within it adopt a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010._
- We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership._
- For these reasons we strongly en_courage suitably qualified applicants from a wide range of backgrounds._



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