Technical Support Specialist

Time Appointments are working on behalf of a prestigious financial services establishment based in Ipswich, who are recruiting for a professional, customer service driven Technical Support Assistant  to join their team. This is a fantastic opportunity to join one of the employers of choice in the area who truly value their staff, offer exceptional benefits, and continuously invest in both professional and personal development for their employees. 

Skills & Experience Required:

• Proven customer service or administrative experience gained from a professional regulated environment, or a similar role providing technical or digital support advice
• An understanding of anti-money laundering (AML) issues and ID verification processes (preferred)
• A strong customer service/customer focussed ethos
• Ability to work under pressure and in a regulated environment
• Excellent IT skills including the use of Microsoft software
• A diligent worker with a high level of attention to detail
• Strong communication skills, written and verbal

Key Duties & Responsibilities:

• Delivering outstanding digital support to clients, with a sympathetic view of their needs and reasons for getting in touch
• Supporting clients on-boarding onto systems, providing timely responses and resolutions of support requests
• Supporting the Product Team with inviting new users onto the system and replying to queries from wider business
• Regular client communication via ticketing system
• Work closely with all divisions of the team to get to the underlying cause of a problem and gather all the required information to ensure the customer gets the best possible experience
• Replying to user App Store reviews and enquiries on social media
• Translating technical lingo into more understandable terms
• Supporting client electronic signatures via Docu Sign when necessary