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Form of work
SalaryMCS Group is delighted to be partnering up with a fantastic, local Fintech organisation that are on the look our for a Product Support Engineer to join their growing team. Our client offers a fantastic personal development programme for you to excel in your career.
Key Responsibilities:
Handling Customer Queries
- Develop expert knowledge of products through independent study and research.
- Conduct customer onboarding and deliver training via webinars and e-Learning.
- Resolve client queries within SLAs using clear language.
- Identify and report potential product issues promptly.
Achieving Service Level Targets and Customer Satisfaction
- Actively improve the quality of the customer experience daily.
- Ensure achievement of service level targets, customer satisfaction, and NPS.
- Maintain a high level of client satisfaction and positive CSAT scores.
Ticket Management and Escalation
- Act as the first point of contact for customer inquiries.
- Respond to tickets promptly and answer calls within a timely manner.
- Review tickets promptly to assess issues and escalate when necessary.
Responsibility for Customer Help Resources
- Ensure training materials, FAQs, and tooltips are up to date.
- Assist in developing in-app guidance for an easy-to-use platform.
- Regularly review and update the knowledge base.
- Provide customer feedback to enhance product offerings.
Capabilities:
- Quick learner of new software.
- Proficient in MS Office.
- Committed to continual professional development.
- Ability to simplify complex processes into engaging language.
- Excellent written and verbal communication skills.
- Experience in teaching systems.
- Able to work responsibly under pressure and prioritize tasks effectively.
- Strong attention to detail.
- Self-motivated, organized, and analytical with excellent planning, multitasking, prioritization, and monitoring skills.
To speak in absolute confidence about this opportunity please send an up to date CV via the link provided or contact Stuart Kennedy, Specialist IT Consultant at MCS Group
Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current jobs.
