1st Line Tech Support – Operations
About Us:
Onmo believes that everyone has the right to access, understand and manage their money with confidence. Our ambition is to improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions. We may be young but we have an incredible team in place and big ambitions for the years ahead.
We design our products to help demystify money matters wherever possible, providing customers with more financial control and flexibility in their lives. This helps them get more from what they have, or with smart decisions, make more of the same. It also means people spend less time with the negative aspects of money and more on the positive - enjoying what the world has to offer.
About the Role:
We are seeking a motivated and customer-oriented individual to join our team as the 1st Line Technical Support Officer. This role involves providing technical support to our frontline staff, resolving their issues in real-time, and escalating the matter to the relevant department for further investigation where required.
This role is pivotal in providing assistance to our frontline agents to resolve technical issues raised by customers in a timely and efficient manner. Acting as the bridge between frontline staff and technical teams, escalating customer issues to SMEs as relevant and appropriate, managing tickets raised and broadly enabling front line agents to address customer issues promptly and accurately.
Responsibilities:
- Serve as the primary point of contact for frontline agents seeking technical assistance with customer-related issues.
- Provide timely and effective troubleshooting and problem resolution to address technical challenges faced by customers.
- Escalate customer issues to Product/Tech teams, creating though tickets following a detailed investigation.
- Collaborate with internal Product ad Technical teams to escalate and resolve complex technical issues that impact frontline operations and customer experience.
- Raising issues via thorough tickets following initial investigation
- Keeping Customer Operations up to date with the statuses of investigations
- Attending relevant meeting and forums keeping abreast of all ongoing issues
- Complete thorough 1st line investigations into all tickets raised
- Complete comprehensive tickets for complex issues to be raised to Product and Technical teams. Collaborate with such teams on next steps in the investigation where required. For example, gathering of further information or further troubleshooting
- Document all technical inquiries, issues, and resolutions in our ticketing system to track and monitor frontline agent trends (e.g. knowledge gaps) and identify areas for improvement.
- Develop and deliver training materials/cascades to frontline agents to enhance their ability to resolve customer issues independently.
About You:
- Excellent communication and interpersonal skills with the ability to effectively communicate technical concepts to non-technical individuals.
- Exceptional problem-solving skills and the ability to remain calm and focused under pressure.
- Knowledge of financial industry regulations and compliance standards.
Qualifications and Experience:
- Proven experience in a technical support role, preferably within the financial services industry.
- Strong technical proficiency with software applications, systems, and tools commonly used in Customer Service Operations.
- Experience with CRM systems such as Microsoft Dynamics, Salesforce etc.
- Familiarity with ticketing systems, remote support tools, and knowledge base management. Such as Jira and Confluence.
What's in it for you:
- Be part of something! This is a rare opportunity to join a consumer-driven business in its infancy, bringing to market a suite of exciting new products. As our funding is secure, this is the best of start-up environments.
- Be part of a small, motivated and specialised team who look out for one another and with a giant shared ambition, enjoy a collegiate spirit
- You will enjoy access to the entire business, gaining a wealth of experience from colleagues with a raft of skillsets and start-up experience
- Birthdays off
- Personal days/charity/volunteering days
- Buy and sell holidays (up to five days)
- Social calendar
- Cycle to Work scheme and Season Ticket Loans
- Personal training budget
- Free drinks fridge and snacks
- Department
- Operations - Customer Service
- Locations
- HQ, London
- Remote status
- Hybrid Remote
- Yearly salary
- £50,000 - £65,000
- Employment type
- Full-time
About Onmo
Onmo is on a quest to be the world’s most proactive bank, providing first-class service in the credit industry.
We improve lives by providing better clarity, intelligence, and technology to empower every individual in making the smartest financial decisions.
1st Line Tech Support – Operations
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