Customer Support Associate

Key Responsibilities

• Act as a first point of contact for customers, handling a high volume of inbound calls and emails - taking ownership through to resolution
• Triage incoming queries, accurately assessing each issue and prioritising it appropriately
• Follow up with financial advisers and liaise with internal teams to investigate and resolve more complex cases, keeping everybody updated
• Log and manage cases accurately in our CRM (Microsoft Dynamics) and ticketing system
• Deliver a great customer service experience on every interaction

• Build and continually expand your knowledge of Defaqto's software platforms and products
• Write and maintain clear support documentation and internal knowledge resources
• When you're more familiar with our products and settled in your role, you may deliver occasional training to help customers get the best from our software

• Work closely with colleagues and advisers, using Teams to keep cases moving and resolve issues
• Identify recurring customer issues or feature requests and raise them with the relevant teams
• Support team initiatives that improve the customer experience

Skills, Knowledge & Expertise

• Educated to A-Level standard or equivalent. A degree is beneficial but not essential

• Strong IT literacy with the ability to pick up new systems and tools quickly
• Understanding of customer service principles and best practices
• Familiarity with online meeting and presentation tools (e.g. Microsoft Teams)

• Excellent verbal and written communication skills
• Strong organisational and time-management abilities
• High level of IT literacy and ability to learn new systems quickly
• Problem-solving mindset with attention to detail

• Experience in a customer-facing role (e.g. customer service, support, or training) is advantageous
• Confident and professional telephone manner
• Experience delivering presentations or demonstrations (formal or informal) is helpful
• No prior software training experience required – full on-the-job training will be provided

• Self-motivated and proactive with a “can-do” attitude
• Eager to learn and develop new skills
• Collaborative team player who enjoys helping others succeed
• Adaptable and comfortable in a fast-paced, changing environment
• Customer-focused and empathetic in every interaction

Benefits

• Hybrid working (at least twice a week in the office)
• Monday to Friday working pattern
• Structured training and onboarding
• Opportunity to join a well recognised fintech and financial services brand
• Clear progression opportunities across Defaqto and the wider Fintel Group
• Exposure to technology, customer support and financial services