Job description
We are seeking a Support person to manage first-line technical support for our financial services clients, managing the daily support function and serving as the team's escalation point. You will oversee the entire ticket queue, work with development to resolve problems that require additional investigation and contribute to the development of support as the team expands.
About the role
You will oversee client support on our advanced client portal system. To effectively address problems, you will collaborate closely with the QA and development teams.
Key responsibilities
- Owning the Freshdesk support issue queue means setting priorities, triaging, and making sure nothing is overlooked or left out.
- Serving as the support team's senior escalation point for complicated or ambiguous problems.
- Using SQL Server to directly investigate data problems by executing queries across key tables to identify underlying reasons.
- Transforming complicated or recurrent support issues into concise, well-organised JIRA bug tickets with reproduction instructions and supporting information for the development team.
- Collaborating with QA and development to follow problems through to completion, including communicating during SIT/UAT cycles as needed.
- Monitoring support workload and ticket ageing, and reporting on support metrics (e.g. time-to-resolution, ticket volume) to management.
- Keeping the hosting environment up to date and providing support, communicating with our hosting provider when necessary.
What we're looking for
- Demonstrated expertise in a technical support position, preferably with some time spent managing and serving as a small team's senior escalation point.
- Excellent working understanding of SQL Server; at ease creating and executing queries to look into data problems rather than just reading them.
- A strong background in ticket and bug management using Freshdesk (or its equivalent) and JIRA (or its equivalent).
- While not necessary, prior experience with financial services or insurance software is a plus.
- At ease communicating directly with clients and a development team, translating between technical details and plain English.
Key attributes
- A strong communicator, confident owning conversations with clients and developers alike.
- Calm under pressure, with a genuinely helpful manner that reflects well on the company.
- Highly organised — able to manage a queue and prioritise without things slipping.
Job Type: Full-time permanent
Pay: by negotiation
Benefits
- Work remotely 4 days per week (at management discretion)
- Free on-site parking
- Pension scheme
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Casual dress
- On-site parking
Work Location: Hybrid remote in Nottingham
