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Location: Newcastle upon Tyne Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £23000 - £28000
Sector: IT Support  
Type: Permanent
Posted: 04/27/2022
Support Analyst Ronald James Group 2022-07-27

An exciting opportunity has come up for a Support Analyst to join a company within the Fintech Sector. As a support analyst, your main role will be to assist both buy-side and sell-side customers with queries when using their products and services.

YOUR RESPONSIBILITIES:
● Respond to customer queries in a timely manner 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 question
● Help customers use specific features
● Analyse and report product bugs and follow up with customers once fixed
● Create and maintain user FAQs
● Setup new clients and users
● Maintain and improve approval processes for user onboarding
● 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
● Excellent communication, listening and questioning skills
● Comfortable with Excel / Word / Outlook
● Preferably prior experience in a support role technology / software / financial services

KEY BEHAVIOURS
● A team player keen to help and solve our customers’ challenges
● Analytical and attentive to detail
● Personable and approachable, with an enthusiastic and motivational nature
● Diplomatic and patient when handling tough cases
● Ability to multi-task and stay organised in a dynamic work environment
● Be able to achieve high customer satisfaction by building strong client relationships

BENEFITS
● 25 days annual leave, plus bank holidays
● Private Medical
● Life Insurance
● Flexible working
● Discretionary performance bonus
● Pension

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