Senior Technical Support Analyst

Support · London, London, City of
Department Support
Employment Type Full-Time
Minimum Experience Experienced

Senior Technical Support Analyst


Our customers are at the heart of what we do. We have created a new position within the Support team to ensure sufficient focus and attention is provided for this critical team as we grow. As a Senior Technical Support Analyst you will be responsible for troubleshooting and resolving issues encountered by external customers – you will work with other members of Support and the wider organisation to ensure timely responses and resolutions to tickets raised. The role will involve working outside of normal business hours and weekend on exception.


In addition to supporting clients, this role will be required to work with internal departments to ensure tickets are pushed through to resolution when passed on. As an organisation we recognise that delivering exceptional customer support is key to our ongoing success and brand value and therefore see this role as critical to the business.


This role will involve working closely with the Head of Support to assist in establishing the Support team within FINBOURNE and ensuring that our services never fall anything short of best in class. This position is a pivotal role in enabling the team to deliver an exceptional customer support experience for our client base while also being a mentor and trainer for the rest of the team as it grows.


A key part of our strategy relates to the build out of our marketplace function to provide our customers with a wide range of complementary product and service offerings. As such a good understanding of working with 3rd party providers is required to ensure the quality of service doesn’t drop for our marketplace customers. This will involve working closely with our marketplace partners support teams to ensure best in class support continues for marketplace customers.


This role will provide an exceptional opportunity for the candidate to help establish the support team in a fast-paced financial technology firm and further their career within an ambitious and rapidly growing organisation.


Key responsibilities: 


  • The primary duty of the Senior Technical Support Analyst is troubleshooting client issues through to resolution. Where additional assistance is required, ensuring issues are escalated with all the relevant details to ensure quick resolution to defects in the solution.
  • Owning tickets through to resolution, ensuring escalations are addressed and defects resolved.
  • Being the voice of the client when working within FINBOURNE and the voice of FINBOURNE to the client.
  • Embedding a culture of ownership in which the delivery of consistently high-quality support is at the forefront of organisational values.
  • Managing client expectations while working to contractual SLAs and prioritising issues accordingly.
  • Assist in developing and maintaining internal and external knowledgebase articles.


What skills, experience and qualifications we require: 


  • Experienced reading, troubleshooting and rectifying code (C#, Python or Java) is required, you will be working alongside highly experienced engineers who are happy to provide training for you on the job in any areas in which you require support.
  • Knowledge of AWS, or similar cloud services, is advantageous.
  • Exceptional communication skills – capable of being clear and concise when speaking to customers at all levels.
  • Prioritisation – able to prioritise multiple issues at any time and keeping customers up to date on outstanding items.
  • Positive attitude with a genuine passion for customer support and troubleshooting new and exciting technologies.
  • At least 3 years’ experience in a similar role (in a SaaS or financial services company would be an advantage).
  • Proven training skills and ability to support and motivate Junior Support Analysts.
  • Ability to build and maintain effective working relationships both internally and externally.
  • We want to bring onboard people who are genuinely excited about what we are doing and have the capability and willingness to grow and learn from their colleagues.


About FINBOURNE


We are a young, dynamic financial technology company aiming to re-engineer the world of investing to make it clearer, faster and more cost effective for everyone.  

 

We are looking for our future architects, engineers and ultimately leaders to join us on this journey. 

 

At FINBOURNE, we offer a hugely supportive environment to build a career, with continuous learning and development opportunities. We have a collaborative culture of testing and exploring problems together to find the best evidence-based solutions. We respect your independent thought, your intellectual curiosity and your opinion.  

 

Our solution is open, API first and developer friendly – a true first for the asset management industry.  You can see what our team is busy building – we’ve published our Software Development Kits in five languages on Github: (C#, Java, Javascript, Python, Angular).  

 

FINBOURNE Technology is a Skilled Worker sponsor and we can support candidates requiring work permission if appropriate.   

For more information about our culture, career development and the benefits we offer our employees, please visit our website: www.finbourne.com. 


Life at FINBOURNE:


Our Culture


Working at FINBOURNE is fast paced and exciting. The most important qualities we look for are a hunger to learn, passion for quality and a willingness to take the time to collaborate, teach and learn from colleagues.


Support


  • During your first three months with us, we encourage you and your manager to agree a 90 day plan to document your training and induction. This will give you clear objectives and ensure you’re provided with support in the areas that you require the most.
  • You’ll also have regular meetings with your manager and should expect to receive regular feedback from them.
  • We run daily team stand up meetings so you’ll quickly get up to speed on what your colleagues are working on and be able to share your accomplishments and challenges with your team.
  • We host monthly company-wide meetings where you’ll receive regular business updates and insight into our strategy.
  • We host knowledge sharing sessions where employees share best practice and new ways of working. These range from fortnightly Q&A sessions about the finance industry to our weekly code craft club.


Our benefits  


  • Performance related pay: Financial rewards which can include a direct route to a financial stake in the company via our discretionary Stock Options Scheme 
  • Pension: We offer a choice of pension schemes with employer contributions
  • Maternity, paternity and adoption leave: Paid maternity, paternity and adoption leave, which includes 13 weeks full pay for maternity and adoption leave and 6 weeks full pay for paternity leave
  • Holiday: 25 days holiday plus bank holidays 
  • Cycle to work scheme: Buy a bike and cycling accessories out of your pre-tax salary and spread the cost over 12 months
  • Flexible and remote working: We have a mature attitude towards flexible and remote working. Whether you’re a night owl, morning person, parent, carer or simply need flexibility to work a different pattern to the norm, we’re committed to helping you be productive and work in a way that is best for you
  • Learning and training:  We run regular internal training sessions on a wide variety of topics. These range from fortnightly Q&A sessions on the finance industry to our weekly code craft club. We also encourage employees to tailor their own development by making use of online learning tools and courses to supplement on the job training.
  • Regular company-wide socials:  Before lockdown last year, team and company-wide socials happened regularly. These ranged from bowling trips, visits to the science museum, company-wide breakfasts and ski holidays. 

 

FINBOURNE Technology is a Skilled Worker sponsor and we can support candidates requiring work permission if appropriate.  

For more information about us please visit our website.  

Thank You

Your application was submitted successfully.

  • Location
    London, London, City of
  • Department
    Support
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced