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Customer Support Representative

2 weeks ago

London, United Kingdom Validis UK Limited Full time

**Company Summary**

Validis is a late stage start-up company with an innovative SaaS/managed enterprise platform for the banking and finance sector. The company is currently on-boarding some major customers (incl. Big 4 audit firms and major banks).

The company is currently running a micro-services based platform, in the UK and North America, within the Azure environment and looking for an individual to join the organization to help drive the implementation, operation, enhancement and optimization of this environment.

Benefit from a business actively promoting diversity and equality. Diversity is critical to our business, and we believe unbelievable talent should have a level playing field in which to shine - this equally applies for everyone. No matter who you are, where you’re from, how you think, or who you love. We believe you should be you

**Job Summary & Qualifications**

**Specific areas of responsibility**:

- Assisting our clients with all support issues raised on our product portfolio, both on the telephone and on support software
- Managing successful onboarding of customers to datashare platform
- Maintaining records on all support calls taken using Zendesk
- Co-ordinating the resolution of technical issues to agreed SLA's
- Updating help sites and forums
- Maintain Internal Environments, keeping installed software up to date with recent releases
- Troubleshooting and reporting bugs
- Raising issues that require 2nd line assistance using Jira
- Managing the stream of support requests ensuring that all our clients are kept informed
- Responding to all requests for support in a timely and professional manner
- Assisting with testing our products on an ad hoc basis
- Assisting management with ad hoc reporting
- Client training
- Access to work with one of our other team’s as part of development, Product, Projects, Operations, Technology, Account Management

**Qualifications**:
**Other requirements include**:

- 1-3 years in support or client facing roles preferred
- Basic understanding of software concepts

**Preferred skills**:

- Familiar with Zendesk, JIRA, Confluence and Outlook
- Technical background or previous work in software industry

**Schedule**:

- 8 hour shift
- Monday to Friday
- On call

**Experience**:

- Windows: 1 year (preferred)
- Customer support: 2 years (preferred)

**Job Types**: Full-time, Permanent

Pay: £20,000.00-£24,000.00 per year

Schedule:

- 8 hour shift
- Monday to Friday