Support Desk Representative (FTC)

Job description

Location: Hybrid / Reading

Fixed term contract: 21st July 2025 – 21st July 2026.

The customer support desk is at the heart of Dynamic Planner. We work closely with our customers and strive for excellence. Customer satisfaction and retention is key. Support Desk play a huge part across the business as we are client facing and the first point of contact when a customer is looking for help and guidance.

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Job responsibilities

Support team KPI’s
Identify license upsell opportunities for the Customer Success Management team and Sales team
Work with customers to help them to understand how to utilise our solutions and support incoming enquiries
Be the primary point of contact for support calls, conducting the initial triage of new cases and providing updates on existing cases
Accurate recording of case tickets
Ownership of case tickets to closure
Management of individual case queue
Maintenance of the Salesforce environment daily, assessing cases raised by customers and responding within published Support SLAs
Working with 3rd party and client support desks in the resolution of cases as well as providing 1st line support for respective customers
Provide client support via relevant medium – phone/Teams/Zoom
Promoting the Support Hub to help customers become self sufficient
Working collaboratively with internal teams to help resolve customer enquiries
Logging of agreed defects into the internal defect tracking system and ensuring that cases in both tracking systems are synchronised
Testing of defect fixes where appropriate
Keeping customers updated when a defect has been identified and manage expectations
Adhere to the escalation process for customers who make a complaint
Identification and recording of FAQs, common solutions, and user feedback for review by the Product Design team
Creating feedback on behalf of a customer for the Product Design team
User admin – Creation, administration and disabling of user accounts for trial and live purposes
Preparation of documentation/training material to back up the support process and related tasks
Follow up with customers who leave negative feedback to resolve as required
Cancellation last date of access administration

Job requirements

Good communication and listening skills
Time management
Self-motivated
Flexible
Presentation skills
Analysis skills
Client relationship management
Confident and professional telephone manner
Ability to learn quickly
Ability to work well within a team environment
Creative problem solver
Passion for the Financial Services industry
Dynamic Individual
Experience in Wealth Management/Financial Planning/Financial Services/ administration of software – preferred but not essential
Evidenced strong support background in office environment
Salesforce knowledge is beneficial but not a necessity