CMD Recruitment
Reference: 222976951
In this role, you will be responsible for providing first-class support to all users of the system. Your detailed knowledge of the system, coupled with a comprehensive understanding of customer needs, will ensure that you provide a tailored and excellent service. The ideal candidate will be passionate about showcasing their technical product knowledge in a customer-centric environment.
Main Responsibilities
1. Work as part of a busy operational team delivering first-class service to all company stakeholders and customers.
2. Perform regular user acceptance testing on new features and feature enhancements on both the mobile app and web portal.
3. Support new and existing customers with patience through various communications channels including but not exclusive to, Live Chat, email, and telephone.
4. Guide and support users of products while transferring system knowledge with an excellent, and adaptable education style.
5. Maintain full product knowledge of services and features.
6. Continuously improve the customer-facing learning material to a high-quality standard.
7. Work closely with our Development Team to help identify and resolve system issues in line with business SLAs and OLAs.
8. Maintain and enrich the support knowledge base.
Essential Candidate Requirements for the role:
1. Advanced skills in MS Excel, MS Word, and MS PowerPoint.
2. Understanding of different file formats including txt, CSV, XML, and Excel.
3. Excellent verbal and written communication skills.
4. Hold enthusiasm for delivering excellent customer service.
5. Experience in working within a high-pressure operational environment.
Desirable Candidate Requirements for the role:
1. Experience of IT Service desk experience.
2. Experience working in a financial services environment.
3. Experience and knowledge of how to link business systems to improve business processes.
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