Role in a nutshell: In this role, you will be working closely with both the customer facing areas of the business and the development team to support both the sales and first line customer service team with day to day queries. This will include having a strong understanding of our platforms, payment terminals, and technology enabling you to effectively manage any incoming queries.
|Reporting to||Head of Customer Services||Department||Customer Services|
A bit about Second Line Support: The departments purpose is to be an escalation point for customer queries that are too time-consuming, uncommon, or technical for first-line support. Second line agents are more specialist in their knowledge with strong technical skills and are an extremely valuable role in a fintech business.
|What you’ll be doing:|
|Providing technical assistance to customers offering advice and guidance such as help integrating our solutions, examining transaction data logs, identifying trends, and analysing customer and internal code to identify faults and solutions.|
Using business tools such as Zoho, Confluence and Jira to produce ticketed pieces of work to support the customer facing teams to resolve customer queries effectively and efficiently.
Using your initiative to proactively seek out and investigate resolutions to newly arising issues and taking steps to test and implement these resolutions.
Collaborating with colleagues and teams within Monek to provide an excellent service to Monek customers and teams within the business.
Effectively resolving queries to ensure consistency, timeliness, accuracy of responses, and compliance with agreed internal and external rules and procedures.
Driving high levels of customer satisfaction, retention, and profitability by effectively handling customer enquiries, instructions, and complaints across all partners and customers. Driving a high level of “internal customer” satisfaction, by providing an effective and professional support service to the operational Customer Services teams and to our Sales and Development teams.
Providing cover for first line Sales and Service Support, answering routine enquiries and questions raised via telephone, e-mail, or other channels. e.g. new business welcome calls, account enquiries.
|Experience you’ll gain:|
|Regular collaboration with the third line/development team.Ability to effectively understand and work with HTML, CSS, PHP, C#, and SQL databases.|
Understanding of Monek’s business operation and processes.
Understanding of the financial market and impact of external factors on the performance of Monek.Customer exposure through ad-hoc cover and support to Customer Services and the Sales team.
Ability to proactively add value to Monek through regular contact with our Product Delivery Manager as part of team query handling.
|How we’ll support you:|
|Personal development plan|
Exposure to various departments within the business
Payment systems knowledge and experience
Regular 1-2-1’s and formal annual review process
Coaching mentality, working together to achieve desired outcomes
|How you could stretch this role:|
|Identify process improvement opportunities and put them in place.|
Aim to understand best practice in the field and bring that into the business.
Develop deep technical knowledge and capabilities across all areas of the business.
Identify additional responsibilities and projects, stretching self to new work areas.
|Qualifications and experience you’ll need:|
|Essential Knowledge of customer service principles and practices|
Knowledge of Word, Excel and Outlook
Technical experience including a good working knowledge of HTML, CSS, PHP, C#, and SQL databases
Administrative and data entry skills Desirable Working knowledge of payment processing
Good understanding of general business processes and terminology
|What you’ll get to own:|
|Management of all second line escalated enquiries.Ticketing system management, including SLA management, system customisation, and producing reports.|
Overseeing and practicing the correct use of our ticketing system and other internal systems used for account management, on-boarding, and other processes.
Ownership of the knowledgebase system and existing documentation, ensuring existing articles/files are up to date and creating new ones as appropriate.Being the customer’s champion, from query inception, escalation, resolution, through to closure and customer satisfaction
|Skills and behaviours you’ll have:|
|Essential Excellent verbal and written communication skills – willing to express opinions and present ideas in a cohesive manner across all levels of the organisation|
Effective listening skills
Willing to adapt, learn new technologies and methodologies
Ability to self-manage and deliver work to an exceptional quality
Personable / sociable and always willing to help and support others
Good problem-solving skills with a focus on finding solutions Multi-tasking capabilities
Attention to detail and the ability to enter and review data accurately
Desirable Technical support background not required but helpful. Ability and willingness to learn about our technical systems to provide first and second line support required
Some experience or theoretical knowledge of cloud computing platforms management including Azure and AWS.
In line with our Talent Enablement culture, we will give you ownership and encourage you to deliver outcomes that lie outside of the remit of this Job Profile. We do this to give you extra experience, to stretch and develop you within your role, enabling you to be the best you can be.
To Apply please submit CV / Details to firstname.lastname@example.org