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Financial Services Customer Support Analyst

3 months ago

UK, UK, United Kingdom Fimatix Full time

Fimatix are a leading Technology Consultancy who specialise in the FinTech, Financial Services, RegTech and HM Government sectors. Our Talent Team have been asked by one of our RegTech clients to assist them during a period of substantial expansion to recruit a number of additional people into their teams.


Our clients are revolutionizing their industry with their unique AI-powered SaaS product offerings for regulated firms including Banks, Investment Management, Payments, and Insurance. Their innovative platform enables companies to collaborate on governance, risk, and compliance documents smarter, faster, and more efficiently, solving multiple workflow and organizational problems.


The Customer/Product Support Analyst provides support to their clients for resolution of software and data issues. The Support team work directly with clients, product engineering and legal analysts to ensure that any issues raised are resolved in a satisfactory manner.


The position offers a great opportunity for growth within a growing dynamic company.


Core responsibilities of the role:

  • Troubleshoot day-to-day client issues and provide direct support to clients.
  • Responsible for incident logging, triaging of issues, prioritisation, ownership of issues and effectively managing resolutions.
  • Interact with colleagues to resolve customer issues effectively and timely within SLA.
  • Work with colleagues and external partners for issues that require escalation and manage the issue through to resolution.
  • Keep up to date with new features and functionality enhancements in the applications being supported.
  • Ability to communicate appropriately to relevant stakeholders, providing reports on that status of issues raised.
  • Ensure common queries have a knowledge base article.


Qualifications:

  • Bachelor’s/University degree or equivalent experience.
  • 3-6 years experience in a customer/product support analyst role.
  • Background in Regtech/Fintech/Compliance is desirable. Ideally having worked in a Support role in one of these areas.
  • Knowledge about application support procedures, concepts and other technical areas.
  • Basic Business knowledge/ understanding of financial markets and products.
  • Excellent problem-solving skills.
  • Excellent verbal and written communications skills.
  • Strong inter-personal skills with practical, can-do approach.


Benefits:

  • Competitive salary and benefits package.
  • Opportunity to work on challenging and rewarding projects.
  • Chance to make a significant impact on the company's sales success.
  • Collaborative and supportive work environment.
  • Professional development opportunities.
  • Remote/Hybrid working.


Additional Information

  • Please note that this role requires working to a rota supporting clients outside of the standard 9am -5.30pm
  • This is a hybrid role with the successful candidate based in either the UK or Ireland.