Support Desk Representative

• Support team KPI’s
• Identify license upsell opportunities for additional licenses / modules for referral to the Sales Team.
• Work with customers to help them to understand how to utilise our solutions and support incoming enquiries.
• 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 and 2nd line support where appropriate.
• Provide client support via relevant medium – phone/Teams screenshare
• Promoting the Support Hub to help customers become self sufficient
• Promoting Navigator to encourage customer online self-learning
• 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

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 customer facing and the first point of contact when a customer is looking for help and guidance.

• Customer Success Managers
• Support Desk
• All internal teams
• Advisers, Support Staff, Paraplanners
• Third party providers

Experience:

• Minimum of two years’ experience within an office-based B2B environment
• Experience in client relationship management
• Strong communication and active listening skills
• Effective time management with the ability to prioritise workload

Skills:

• Self-motivated with a proactive approach to work
• Flexible and adaptable in a fast-paced environment
• Strong presentation skills with the ability to convey information clearly
• Analytical mindset with good problem-solving capabilities
• Confident and professional telephone manner
• Eagerness and ability to learn new systems and processes
• Collaborative team player with the ability to work effectively in a team environment
• Creative problem-solving ability
• Passion for the Financial Services industry
• A dynamic and energetic individual

Desirable (not essential):

• Experience within Wealth Management, Financial Planning, Financial Services, or administration of software systems

A Level and above