Customer Service Expert
3 weeks ago
Job Description:
The Role:
You will work in a hybrid model with 2-3 days attendance in our Theale office as a Support Analyst, troubleshooting technical issues, providing timely and accurate customer feedback, and contributing to the development of our software solutions and platforms.
How You Will Contribute:
- Analyze, understand, and reproduce situations existing within our products.
- Define and request configuration and code solutions.
- Deliver high-quality technical directives.
- Follow-up, resolve or escalate cases using ITIL procedures.
- Track, describe, and update cases in our ITSM management system.
- Communicate clearly with internal, third-party, and client teams.
- Manage multiple cases in parallel.
Qualifications:
Formal Education & Certification:
- A University Degree in IT or equivalent, such as an Engineering school degree, and between 2 to 4 years' experience in a similar role.
Knowledge & Experience:
- Experience with Linux machine operating systems.
- Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus.
- Experience with Knowledge base management using KCS methodology.
- Proficiency in SQL queries.
- Knowledge of Fintech environment would be an advantage.
Personal Attributes:
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- To be rigorous, methodical, and organized.
- Sense of responsibility appropriate to the banking industry.
- Exceptional oral and written communication skills.
- Highly self-motivated and directed.
- Multi-tasking abilities.
Language:
Fluency in English is required, with any other languages being a plus.
Estimated Salary:
Please note that the salary range for this position is approximately £40,000 - £60,000 per annum, depending on experience.
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