The person in this role delivers 1st line application support and world class customer service, resolving issues and ensuring we meet our clients’ needs and expectations. The position requires a positive attitude, strong analytical skills and the capability to understand software applications and product workflows.

Responsibilities 
  • Serve as the primary point of contact for inbound client telephone calls and emails.
  • Document, track and report on client-specific issues, ultimately bringing them to resolution at 1st line, or by escalation to 2nd/3rd
  • Conduct on-line client meetings and training sessions.
  • Troubleshoot software functionality, defects, data issues and user problems.
  • Reproduce defects for internal research and problem resolution.
  • Communicate and collaborate with Technical Services and Relationship Management, to drive the resolution of issues and schedule enhancement requests by taking end-to-end ownership of tickets to ensure the best possible service for our clients.
  • Work with Product Management to test new product features prior to new releases.
  • Work with QA, as needed, to test new software and enhancements
Desired Skills and Experience
  • Positive attitude with excellent telephone communication and listening skills.
  • Excellent verbal and written communications skills with the ability to understand and drive client issues to resolution.
  • Fast learner who is eager to develop and grow new skills quickly.
  • Proficient in Microsoft Office programs; experience of helpdesk or CRM systems an advantage.
  • Familiarity with software applications and product workflows; prior experience of application support or financial software systems is beneficial.
  • Highly structured, organized and attentive to detail.
  • Ability to work in collaborative environment with both local and remote team members.
  • Ability to work effectively with clients of varying skill levels and proficiencies.
  • Ability to achieve objectives on time.
ESSENTIAL 
  • University degree.
  • 1 year in a customer facing role, preferably with a software or financial services company, however will select and train the right university graduate.