Job Description Fixed term contract - 21st July 2025 - 21st July 2026 The Customer Support Desk is at the heart of Dynamic Planner. We work closely with our customers and strive for excellence. Customer satisfaction and retention is key. Support Desk play a huge part across the business as we are client facing and the first point of contact when a customer is looking for help and guidance. Job Requirements Good communication and listening skills. Time management Self-motivated Flexible Presentation skills Analysis skills Client relationship management Confident and professional telephone manner Ability to learn quickly Ability to work well within a team environment. Creative problem solver Passion for the Financial Services industry Dynamic Individual Experience in Wealth Management/Financial Planning/Financial Services/ administration of software – preferred but not essential Evidenced strong support background in office environment Salesforce knowledge is beneficial but not a necessity Job Responsibilities Support team KPI’s Identify license upsell opportunities for the Customer Success Management Team and Sales team Work with customers to help them to understand how to utilise our solutions and support incoming enquiries The primary point of contact for support calls, conducting the initial triage of new cases and providing updates on existing cases. Accurate recording of case tickets Ownership of case tickets to closure Management of individual case queue Maintenance of the Salesforce environment daily, assessing cases raised by customers and responding within published Support SLAs. Working with 3rd party and client support desks in the resolution of cases as well as providing 1st line support for respective customers Provide client support via relevant medium – phone/Teams/Zoom Promoting the Support Hub to help customers become self sufficient Working collaboratively with internal teams to help resolve customer enquiries Logging of agreed defects into the internal defect tracking system and ensuring that cases in both tracking systems are synchronised. Testing of defect fixes where appropriate. Keeping customers updated when a defect has been identified and manage expectations Adhere to the escalation process for customers who make a complaint Identification and recording of FAQs, common solutions, and user feedback for review by the Product Design team. Creating feedback on behalf of a customer for the Product Design team User admin - Creation, administration and disabling of user accounts for trial and live purposes Preparation of documentation/training material to back up the support process and related tasks. Follow up with customers who leave negative feedback to resolve as required Cancellation last date of access administration Job Benefits Your Benefits at Dynamic Planner - All available from day one! Health & Wellbeing Simplyhealth : Covers common health and dental needs, plus 24/7 expert access via app. Aviva DigiCare Workplace : Includes Annual Health Check, Digital GP, Nutrition, Mental Health, Bereavement, and Second Medical Opinion. Financial & Retirement Salary Sacrifice Pension : Save for retirement with tax relief and company contributions. Give As You Earn : Make tax-free, hassle-free donations to UK-registered charities straight from your salary. It costs you less, and your charities receive more. Lifestyle & Perks Cycle to Work : Save on bikes (including electric) through Evans Cycles. BenefitHub : Discounts on shopping, insurance, restaurants, family care, and more. Career & Community Referral Bonus : Earn £1,000 for referring a successful hire. Visit the Careers Page for details. Volunteer Days : Take up to 2 paid days off per year to support a cause you care about.