Technical Customer Support Associate

**The Opportunity**

Join the Solihull based team in the new role of Client Support Associate. Working closely with our clients to onboard to our fintech payments solutions, your guiding hand will ensure a smooth and detailed onboarding leading to happy and retained clients for years to come. You are first and foremost a people person, who is meticulous, structured with an ability to adapt our terminology to your clients.

**The Team**

We are a relatively young, supportive team who thrive on our customer success. The Solihull team includes elements on our product management, technical support and engineering teams, offering a truly cross functional exposure. We are a nimble entrepreneurial team that rewards teamwork and client satisfaction. We continue to operate in an agile environment as we expand our team, expand our product set, and work together for our next level of sales growth. Everyone has a voice on the team

**The Impact**:
We are growing and our clients' deserve the best. As a Client Support Associate, you will have the opportunity to partner with Sales Team, Delivery & Product Management Team, Operations and Business Management Team to create a seamless onboarding experience, smooth product training process and support the Product Management team to onboard, retain and ensure complete satisfaction for our clients.

**Key Responsibilities Include**:

- Provide post sales and/or client retention support to our Payments clients. Develop and execute strategies to continuously improve the design and delivery of sales support and/or client retention programs.
- Coordinate, plan, develop and implement support projects and recommend appropriate strategies, actions, and/or alternatives to educate our clients on new features including streamlining on-boarding.
- Responsible for owning new clients on-boarding including resolving problems and/or issues that impact usage of our products and/or client retention programs.
- May provide product support to our sales team and partners. May complete client retention plans for at risk clients. May perform functions which contribute to the development of strategies that help maintain and improve existing and new client sales/on-boarding proposals, brochures, illustrations and presentation material.
- May develop/participate in and implement sales support and/or client retention training.

**On-boarding/New Product Launches**
- Support the Product Management team in the capture of client requirements, management through our development processes and liaise with requesting clients to keep them updated of progress.
- Own and support existing clients to expand product usage and record appropriately in our customer relationship management software.
- Represent the business on assigned on boarding calls with new clients
- Manage off-boarding of any clients and/or transfer to different products and/or services

**General Operations**
- Responsible for ensuring clients product usage is in line with expectations including managing initial payments through the payment cycle.
- Reporting to clients where payments are due/overdue for payment and highlighting other discrepancies to ensure a clear client understanding and excellent customer experience
- Partnering with engineering to ensure client specific issues are managed appropriately, clients kept informed and a successful result for your clients.

**Minimum Qualifications**
- Degree (BSc) or equivalent (including career experience)
- Advanced Excel Capability

**Ideal Qualifications**
- Strong organizational, detail orientation and relationship management skills are a must for this position
- Excellent written and verbal communication skill
- Ability to learn our products quickly and present your understanding in a range of formats to different background
- Payments knowledge preferable

**Position Location**
- You will be required to work from our Solihull office (4 days a week, 1 day remote)

Desucla is an equal opportunity employer, and we encourage applicants from diverse backgrounds. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let us know.

**Salary**: £23,000.00-£29,000.00 per year

**Benefits**:

- Company events
- Company pension
- Private medical insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- solihull: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Reference ID: TCSA Solihull