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Support Analyst

2 months ago

Reading UK, Berkshire, United Kingdom eflow Global Full time

Company Overview


Eflow Global is a leading provider of Regtech cloud solutions to Investment firms. We are looking for a talented Technical Support Specialist to join our team. After a successful funding round and a move to a completely SaaS business we are rapidly expanding our operations globally.

It is not essential to have prior experience in Fintech and there are clear progression opportunities as we grow.


Role Description


We are seeking a graduate Level One Helpdesk Support Specialist to join our dynamic team. As the first point of contact for our clients, you will provide technical assistance and support for our SaaS products, addressing inquiries, troubleshooting issues, and ensuring a seamless user experience. This role requires excellent communication skills, strong problem-solving abilities, and a passion for delivering outstanding customer service.


We would also encourage recent graduates from a Technical degree such as Computer Science to apply. This role provides good growth opportunities within the company.


Key Responsibilities


  1. Serve as the initial point of contact for client inquiries and technical support requests via phone, email, and ticketing system.
  2. Provide timely and professional assistance to clients experiencing technical issues or seeking product guidance.
  3. Troubleshoot and diagnose software problems, escalating complex issues to Level Two support when necessary.
  4. Guide clients through product functionality and features, offering clear explanations and instructions.
  5. Lead training sessions, upon request, with existing clients on the different Products they are subscribed to.
  6. Document client interactions, issues, and resolutions in the helpdesk ticketing system.
  7. Collaborate with internal teams, including Development, Customer Success, and Onboarding to identify and resolve software bugs and issues.
  8. Assist in the creation and maintenance of support documentation, including FAQs and troubleshooting guides.
  9. Continuously seek opportunities to enhance the customer support experience and streamline processes.


Career Progression


Overall, career progression in this field is often based on a combination of technical expertise, customer service skills, leadership abilities, and a proactive approach to professional development. Employees who consistently demonstrate value to the organisation, take on additional responsibilities, and seek out opportunities for growth and advancement are well-positioned to advance their careers within the company.


Qualifications and Skills

  • Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
  • Previous experience customer service role
  • Strong understanding of software applications and troubleshooting methodologies.
  • Excellent communication skills, both written and verbal, with the ability to convey technical concepts clearly and concisely.
  • Exceptional problem-solving abilities and a proactive approach to issue resolution.
  • Ability to work collaboratively in a fast-paced environment and prioritise multiple tasks effectively.