Customer Support Specialist

2 weeks ago

Yorkshire, United Kingdom Sopra Banking Software Ltd Full time
Job Description

About Sopra Banking Software Ltd

Sopra Banking Software Ltd is a leading provider of digital banking solutions, serving over 1,500 banks and financial institutions across 80 countries worldwide. Our mission is to empower banks to deliver exceptional customer experiences through innovative technology and services.

Job Summary

We are seeking a highly skilled Customer Support Specialist to join our team. As a key member of our customer support function, you will be responsible for providing exceptional support to our internal and external customers, ensuring timely resolution of incidents, problems, and changes.

Main Responsibilities

  • Incident Management
    • Record and validate customer incidents, problems, and change requests in our helpdesk systems.
    • Monitor and escalate potential breaches to Customer Service Managers and Operational Managers.
  • Customer Communication
    • Listen to customer concerns and understand the impact and severity of issues.
    • Act professionally and appropriately to achieve resolution, providing regular feedback to customers on progress.
  • Problem-Solving
    • Progress incidents to successful and timely resolution, collaborating with Sopra personnel and customers.
    • Provide regular internal management information and customer reports as requested.
  • Process Improvement
    • Act as a conduit for general customer communication.
    • Follow processes and procedures as per the standards deployed.

Requirements

  • Customer Service Skills
    • Excellent customer service skills with the ability to establish rapport with internal and external customers.
  • Technical Skills
    • Experience with helpdesk systems and Microsoft Office (Outlook, Word, Excel).
  • Soft Skills
    • A team player with a positive 'can-do' attitude, capable of delivering results, making decisions, and communicating effectively at all levels.
    • Ability to challenge process and suggest improvements.
    • Willingness to develop skills within a team environment.

Desirable Skills and Experience

  • Analytical and Problem-Solving Skills
    • Analytical and problem-solving ability to resolve complex technical issues.
  • Communication Skills
    • Ability to communicate complex technical issues and solutions to an audience with a wide range of technical ability.
  • Leadership Skills
    • Ability to act as a designated coordinator for specific customers and attend regular service review meetings.

What We Offer

Sopra Banking Software Ltd offers a competitive salary and excellent rewards and benefits schemes, including 25 days holiday, a 6% employer pension contribution, and a buy one get one free employee share scheme. We also offer flexible working arrangements and a hybrid working model.

Equal Opportunities

We are committed to fighting against all forms of discrimination and fostering a work environment that is inclusive and respectful of all differences. All of our positions are open to people with disabilities.

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