Our client provides many of the UK’s most recognised financial brands with market leading software to support Training and Competence, Learning Management, Quality Assurance and Customer feedback.
They have many years of combined experience in the financial services sector showing their understanding of the needs of the industry and the challenges customers face. They constantly refine modules to improve performance, sales quality and the customer experience.
The company understands the importance of management information in keeping business both efficient and compliant. The interoperability of their modules enables customers to drive improvements across business units. For example, to initiate learning needs based on root cause analysis from complaints; to ensure that performance reviews are based on factual MI and that corrective action can be initiated and tracked; or to identify potential vulnerabilities and to automate intelligent file checking to mitigate risk.
Roles & Responsibilities
Our client is the leading provider of compliance software to the UK Financial Services sector. Their product set includes Training and Competency, SM&CR, Quality Assurance and Complaints & Customer Feedback Management. Their products and solutions are implemented in more than 70 top tier organisations, used by tens of thousands of advisors, and help facilitate high quality financial guidance to tens of millions of consumers.
Employees are innovative and driven by providing customers with exceptional solutions, understanding their requirements and working as part of a wider team to deliver against these.
As a member of the support team, you are expected to provide professional, efficient, proactive and reactive support to company clients, ultimately progressing raised incidents through to resolution either directly or through escalation to 3rd and 4th tier support functions.
Undertake and/or facilitate the resolution of raised incidents within the agreed client Service Level Agreements
Undertake triage on allocated incidents upon receipt ensuring appropriate information is obtained from the client and the resulting prioritisation and categorisation activities are completed and recorded in the company Support Centre
Where possible and within a set allotted period of time, resolve the incident ensuring that standard company quality/ release processes and procedures are followed
For calls that need additional assistance or knowledge transfer (3rd / 4th level support), ensure regular call reviews are undertaken and appropriate client communications take place. Escalate when issues are apparent and clients are being impacted
Where underlying system problems exist resulting in the raising of one or more Incidents, ensure Problem records are raised for these and managed through to completion in a timely manner including Root Cause Analysis activities
Continual review and enhancement of the company support processes and procedures with a focus on quality and ‘do it once, do it right’
Have a high level understanding of each clients implementation
Ensure raised Incidents that are re-allocated to 3rd or 4th line support are allocated appropriately based on individual client knowledge and support/ project workload.
Access or facilitate access to client environments following all guidelines in place for data security & protection
Undertake and / or support company software installation(s) or Release Implementations as required
For received client Requests, ensure the Requests are progressed through the Request Fulfilment process and categorised accordingly
For received ‘events’ e.g. system generated warnings for hosted services, ensure the events resolution is progressed as required
For Incidents that necessitate an underlying Product Fix to be deployed to provide full resolution, ensure that the issue is logged in TFS and tracked though to a deployable solution for the client
Ensure good communications takes place with all clients and that expectations are managed and aligned
Provide training to internal staff on the use of our support systems and processes
Undertake administrative tasks as required as part of your day-to-day activities
4 plus years’ experience of working in a software support environment with some knowledge of software development life cycle principles and methodologies
Working knowledge of ITIL based support processes and procedures
Knowledge of software installation / technical environment creation on a .net / SQL platform.
Ability to solve technical problems quickly and clearly to a client via remote channels
Personal drive to resolve client issues and grow your technical knowledge required to do so
Experience of working with minimal guidance and ability to demonstrate initiative
Ability to empathise and prioritise client needs
High level of professionalism and organisational skills.
A willingness for occasional travel to client sites as required
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.