Service Desk Support Analyst, Financial Services, London

Our client is a new start up in the market who are currently seeking a motivated and customer-oriented individual to join their team as the 1st Line Technical Support Officer.

My client is on a quest to be the world’s most proactive bank. Improving lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions.

This role involves providing technical support to frontline staff, resolving their issues in real-time, and escalating the matter to the relevant department for further investigation where required.

This role is pivotal in providing assistance to frontline agents to resolve technical issues raised by customers in a timely and efficient manner. Acting as the bridge between frontline staff and technical teams, escalating customer issues to SMEs as relevant and appropriate, managing tickets raised and broadly enabling front line agents to address customer issues promptly and accurately.

What will you be doing?

• Serve as the primary point of contact for frontline agents seeking technical assistance with customer-related issues.

• Liaise with customers directly where they are experiencing a technical issue, to take them through trouble shooting where necessary

• Provide timely and effective troubleshooting and problem resolution to address technical challenges faced by customers.

• Prioritise issues being raised by the front-line teams, taking a pragmatic approach to help to identify key issues that need resolutions and map issues to value, through collaboration.

• Create thorough tickets for escalation following a detailed investigation.

• Collaborate with internal Product and Technical teams to escalate and resolve complex technical issues that impact frontline operations and customer experience.

• Raising issues via thorough tickets following initial investigation

• Keeping Customer Operations up to date with the statuses of investigations

• Attending relevant meeting and forums keeping abreast of all ongoing issues

• Complete thorough 1st line investigations into all tickets raised

• Complete comprehensive tickets for complex issues to be raised to Product and Technical teams. Collaborate with such teams on next steps in the investigation where required. For example, gathering of further information or further troubleshooting

• Document all technical inquiries, issues, and resolutions in our ticketing system to track and monitor frontline agent trends (e.g. knowledge gaps) and identify areas for improvement.

• Develop and deliver training materials/cascades to frontline agents to enhance their ability to resolve customer issues independently.

What are we looking for in you?

• Proven experience in a technical support role, preferably within the financial services industry.

• Strong technical proficiency with software applications, systems, and tools commonly used in Customer Service Operations.

• Excellent communication and interpersonal skills with the ability to effectively communicate technical concepts to non-technical individuals.

• Exceptional problem-solving skills and the ability to remain calm and focused under pressure.

• Familiarity with ticketing systems, remote support tools, and knowledge base management. Such as Jira and Confluence.

• Experience in reading technical error logs.

• A high-level understanding of APIs.

• Experience with CRM systems such as Microsoft Dynamics, Salesforce etc.

• Knowledge of financial industry regulations and compliance standards.

What’s in it for you?

• Be part of something! This is a rare opportunity to join a consumer-driven business in its infancy, bringing to market a suite of exciting new products. As our funding is secure, this is the best of start-up environments.

• Be part of a small, motivated and specialised team who look out for one another and with a giant shared ambition, enjoy a collegiate spirit

• You will enjoy access to the entire business, gaining a wealth of experience from colleagues with a raft of skillsets and start-up experience.

If this is you then please apply to this job ad.