Customer Support Specialist

Description:

Hyered, a fast-growing technology powerhouse in the FinTech industry, is looking for a Customer Support Specialist to join its ambitious and dynamic team in Bournemouth. This is an exciting opportunity for customer service professionals who want to accelerate their career, gain exposure in a high-growth industry, and make a real impact on customers and business operations.

In this role, you will manage inbound support tickets, maintain detailed system records, and ensure that clients receive top-notch service and timely resolutions. You will build and maintain strong client relationships by providing updates, offering expert systems support, and advising on best practices to help them optimize their processes. The role also involves diagnosing, resolving, and triaging technical issues, working closely with implementation consultants to resolve system queries, and identifying opportunities to improve software functionality.

Beyond customer interaction, you will create and maintain documentation that empowers users and strengthens the support system. Collaboration is key, and you will work alongside teammates to share knowledge, support one another, and deliver excellent customer outcomes.

Key Responsibilities:

• Manage inbound customer support tickets and maintain accurate system records.

• Build and nurture strong client relationships by providing regular updates and guidance.

• Diagnose, troubleshoot, and resolve technical issues in a timely manner.

• Provide expert systems support to clients and partner organizations.

• Collaborate with consultants to address and resolve complex system queries.

• Identify software improvement opportunities and advocate for enhancements.

• Create and update clear, user-friendly documentation.

• Work closely with team members to achieve collective goals and drive success.

Ideal Candidate Profile:

• Previous experience in a customer service or support-focused role.

• Background in accounting or finance is highly advantageous.

• Strong problem-solving skills with the ability to thrive under pressure.

• Excellent verbal and written communication skills.

• Self-motivated, proactive, and a strong team player with a drive to succeed.