Alpha Support Executive

2 days ago

London, United Kingdom Ionic Information Ltd Full time

**Customer Support for Financial Software**

**Purpose and scope of the role**

We provide both web-based and installed software (windows). Therefore, a good knowledge of different platforms (Windows, Mac, iOS, Android) is desirable.

We have an outstanding reputation for delivering exceptional customer support and we are looking for someone with a positive can-do attitude and strong spoken and written communication skills to join our support team. As a member of our team, you should be hungry to learn about financial markets, financial data, charting and technical analysis. You’ll receive full training on the job. You’ll develop the know-how to distinguish, triage and act on bug reports, user errors, and other issues.

**Responsibilities**:

- Software and network troubleshooting.
- Escalation of bugs and errors to other departments.
- Provide training to new clients. (On-site or online).
- Proactively reaching out to existing clients for refresher training. (On-site or online).
- Dealing with day-to-day administrative duties.

**Experience**:

- Excellent written and spoken English.
- Great attention to detail and a high degree of accuracy when performing data entry tasks.
- Polite and patient telephone manner.
- Ability to multi-task and prioritise your workload.
- Competent with Windows, Word, and excel.

**Desirable Experience**:

- Previous experience working in a customer service role.
- Educated to Degree level in software, technology, or similar.
- Knowledge of Mac OS, iOS, and Chrome OS.

**Our ideal support analyst will have the following traits**:

- Highly organised
- Enthusiastic
- Strong IT literacy
- Resourceful
- Polite and professional
- Good written and spoken English
- Calm under pressure / good at handling demanding clients
- Team player
- Willing to go beyond the job spec when required
- Highly presentable when client-facing
- A passion for quality and pride in their work
- An enquiring mind and the desire to constantly improve their skills

**About Ionic Information Ltd**

Ionic Information is a market-leading provider of stock market analysis software professionals use to manage their investments. More information is available online at alphaterminal.co.uk.

**Salary**: £24,000.00 per year

Schedule:

- Monday to Friday

Work Location: One location

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