Customer Support Analyst- Wimbledon

Overview

In this role you will support clients of a fintech wealth-management software provider, working across helpdesk, incident logging, and query resolution. You will collaborate with cross-functional teams to test new features and contribute to QA, while building helpful client documentation. The position offers exposure to a modern AWS-based tech stack and direct interaction with senior stakeholders in a fast-paced, high-profile environment.

Responsibilities

• Handle helpdesk queries via calls and emails
• Log and own client inquiries in the internal system
• Investigate, resolve or escalate issues to 2nd line support
• Collaborate with other teams to drive resolution
• Test new software functionality and assist QA
• Create and review client-facing help files
• Support the Account Manager with client liaison

Key requirements

• Expert-level JIRA administration and Atlassian tool suite proficiency
• Salesforce experience
• Strong technology focus and troubleshooting ability
• Experience with live chat
• Comfort handling multiple problems in parallel
• Helpdesk/support experience required
• Financial services experience is advantageous
• Excellent client relationship skills
• Good computer skills including Microsoft Office
• Motivated with strong time management and prioritisation
• Ability to work in a busy environment

• Excellent communication
• Strong problem-solving
• Customer-focused mindset
• JIRA
• Atlassian tool suite
• Salesforce

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