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First Line Application/Technical Support

North East England

  • Reference: 385873
  • Job type: Permanent
  • Salary: £18,000 - £22,000

  • Location: Newcastle upon Tyne

The Company:


 We are delighted to be supporting a leading Fintech business based in the North East. 

The Role:


This is primarily a customer facing support role, with the ability to demonstrate key communication and problem-solving skills integral. The primary responsibility of this role is triaging, responding to, and completing support requests including liaising with the rest of the Support Team, Technical Delivery and Client Success teams in a timely and competent manner.

In addition, this position operates 24/5 support coverage so this role will require some early morning, late evening, and night shift work.


 

Required Experience:

 

  • Experience gained within a customer service role (face to face or telephone based)
  • Excellent request handling and troubleshooting skills ensuring quick, helpful responses, frequent status updates and successful resolution
  • Analytical mindset and an ability to approach problems in a methodical manner
  • An understanding and awareness of IT support and technologies.
  • Comfortable working in a fast-paced environment, whilst remaining calm under pressure
  • An effective communicator with good interpersonal skills with the ability to work alone as well as part of a team
  • Experience of using a support request environment (e.g., Remedy, ZenDesk, Salesforce, FreshDesk, etc.)

 

Desirable Experience:

 

  • Some exposure to code development for tiraging potential system bugs
  •  Familiarity with common data interchange file formats; CSV, XML, html, etc.
  • Experience of providing support (including on-call or out-of-hours coverage) of technical environments (e.g., Windows or Linux servers, AWS EC2, Azure, etc.)
  • Experience of Salesforce or other, similar CRM systems (Dynamics, Netsuite, Sugar, etc.)
  • Experience of browser-based SaaS applications

 


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