Customer Support Associate

Department: Customer Success

Location: Haddenham

Description

As a Customer Support Associate, you’ll play a vital role in helping our customers get the very best from Defaqto’s software products. Working within our Customer Support Team, you’ll deliver engaging training sessions, provide user support, and help customers understand how to use our applications effectively to meet their goals. You’ll also contribute to testing new software releases and supporting continuous improvement across the team, as well as retaining existing customers.

This is an exciting opportunity for someone who is passionate about technology, enjoys helping others, and is keen to develop a career in customer success, software training, and the financial services industry.

Key Responsibilities

Customer Training & Support:

• Deliver remote and occasional in-person training sessions for Defaqto’s customers
• Support users in understanding and navigating Defaqto’s software tools
• Handle customer queries via phone, email, or online chat in a professional and friendly manner
• Ensure every interaction enhances customer confidence and satisfaction

Product Knowledge & Testing:

• Become an expert user of Defaqto’s software platforms through hands on learning and experience
• Participate in testing of new software features and releases, providing feedback to the

Product and Development teams:

• Assist in creating or updating training materials and user documentation

Customer Success Collaboration:

• Work closely with colleagues across Customer Success, Product, Sales and Marketing to share insights and improve user experience
• Identify recurring customer challenges or feature requests and report them to relevant teams
• Support team initiatives that enhance customer engagement and retention

Personal Development & Continuous Improvement:

• Proactively seek learning opportunities to deepen product knowledge and training techniques, as well as financial services understanding
• Contribute to team meetings and knowledge sharing sessions, including training new members of the team
• Strive to deliver excellent customer experiences at every opportunity

Skills, Knowledge and Expertise

Qualifications/training:

• Educated to A- level standard or equivalent (a degree is beneficial but not essential)
• Training or teaching related qualifications are an advantage but not required

Knowledge:

• Strong interest in software and technology (financial services knowledge is beneficial but not essential)
• Understanding of customer service principles and best practices
• Familiarity with online meeting and presentation tools (e.g. Microsoft Teams)

Skills:

• Excellent verbal and written communication skills
• Confident and engaging presentation skills
• Strong organisational and time management abilities
• High level of IT literacy and ability to learn new systems quickly
• Problem solving mindset with attention to detail

Experience:

• Experience in a customer-facing role (e.g. customer service, support, or training) is advantageous
• Experience delivering presentations or demonstrations (formal or informal) is helpful
• No prior software training experience required full training will be provided

Approach to work

• Self-motivated and proactive with a “can-do” attitude
• Eager to learn and develop new skills
• Collaborative team player who enjoys helping others succeed
• Adaptable and comfortable in a fast-paced, changing environment
• Customer-focused and empathetic in every interaction

It’s also important that you live our values as these are fundamental to our purpose as an organisation, so be sure to Think Big, Be Bold, Own It, Team Up and Be A Star!

Fintel plc and all the businesses within it adopt a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010.

We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do.