We are looking for a Support Analyst to join a company within the fintech sector. They are looking for an excellent communicator willing to help their customers. As a support analyst your main role will be to assist both buyside and sell-side customers with queries when using their services. This is a hybrid role within Newcastle! 

YOUR RESPONSIBILITIES

• Respond to customer queries effectively and efficiently via phone, email or chat

• To update and document external client issues and own and prioritise the list of open cases and coordinate the responses for 2nd and 3rd line support questions

• Help customers use specific features as needed

• Analyse and report product bugs and follow-up with customers once fixed

• Create and maintain user FAQs

• Setup new clients and users logins

• Maintain and improve approval processes for user on-boarding

 • Ensure quality of data on users is consistent and up to date

• Gather customer feedback and share with product, sales, marketing teams

• Produce monthly user and activity reports

• Create and maintain up to date lists of users / client coverage for existing and prospects

• To maintain error logs in coordination with Technology

MANDATORY SKILL SET

• Excellent communication, listening and questioning skills

• Comfortable with Excel / Word / Outlook

• Preferably prior experience in a support role 

BENEFITS

• 25 days annual leave, plus bank holidays

• Private Medical

• Life Insurance

• Flexible working

• Discretionary performance bonus

• Pension

For more information on this role - Apply now!!