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Customer Support Specialist
2 months ago
Position: Customer Support Specialist
- Employment Type: Full-time
Company Overview
Sopra Banking Software collaborates with over 1,500 financial institutions, including banks and specialized finance providers, across more than 80 countries globally. Our mission is to assist these organizations in crafting, implementing, and operationalizing their digital transformation initiatives. Through our comprehensive suite of digital banking solutions, we empower these entities to offer exceptional financial services to their clientele.
Role Overview
The Customer Support Specialist plays a crucial role in customer engagement within our organization. This position is focused on comprehending customer needs and delivering service excellence that surpasses expectations. Responsibilities include receiving, documenting, and validating incidents, issues, and requests from both internal and external clients. Continuous monitoring of incidents and escalation of potential service level breaches to the Customer Service Managers and Operational Managers is also part of the role.
Key Responsibilities
- Documenting customer incidents, issues, and change requests in the designated helpdesk systems.
- Actively listening to customers to understand the impact and urgency of their concerns, responding professionally to facilitate resolution.
- Managing incidents to ensure timely and successful resolution through collaboration with Sopra personnel and clients.
- Providing customers with updates on the status of incidents, issues, or requests, while monitoring against service levels and escalating any potential breaches as necessary.
- Generating regular internal management reports as requested.
- Delivering periodic customer reports in accordance with agreements established with Customer Service Managers.
- Serving as the primary communication channel for general customer inquiries.
- Adhering to established processes and procedures.
Qualifications
We welcome applications from candidates who possess the following attributes:
- Outstanding customer service skills with the ability to build rapport with both internal and external stakeholders.
- A collaborative team player with a positive attitude, capable of achieving results, making informed decisions, and communicating effectively across all levels.
- Ability to evaluate processes critically and propose enhancements.
- Willingness to enhance skills within a team-oriented environment.
- Proficient in Microsoft Office applications (Outlook, Word, Excel).
- Adaptability to manage shifting priorities and deadlines.
- Self-driven and dependable in completing tasks.
- Demonstrated accuracy, reliability, and consistency in work.
- Experience with helpdesk systems.
- Willingness to travel as required.
- Flexibility in work patterns.
Desirable Skills and Experience
We can provide training and development in the following areas:
- Analytical and problem-solving capabilities.
- Ability to prioritize tasks effectively.
- Acting as a designated coordinator for specific clients and participating in regular service review meetings as needed.
- Communicating complex technical issues and solutions to diverse audiences with varying technical expertise.
- Confidence in addressing complex technical matters with senior stakeholders.
- Supportive in coaching and mentoring new team members.
- Knowledge of Oracle or MS/SQL databases.
If you do not meet all the specified qualifications, we still encourage you to reach out.
As part of our hiring process, new employees will undergo a confidential consumer credit check and DBS check. This includes a straightforward credit check for CCJs, bankruptcy, and a criminal record check. For more information on what is or is not acceptable, please consult our recruitment team.
Additional Information
Sopra Banking Software is recognized as a certified Great Place to Work.
We offer a hybrid working model.
By becoming part of Sopra Banking Software, you will receive a competitive salary along with an excellent rewards and benefits package, including 25 days of annual leave with an option to purchase up to 5 additional days, a 6% employer pension contribution, a buy one get one free employee share scheme, private medical insurance, critical illness coverage, a health cash plan, and flexible working arrangements, among other outstanding benefits.
We take pride in celebrating our colleagues through summer parties, treat days in the office, and a departmental social budget.
We are committed to promoting an inclusive and respectful work environment, free from discrimination of any kind.
All positions are open to individuals with disabilities.
