| Client Support Specialist |
| Auckland, Full Time, Financial Services |
| Please Quote Reference Number 15323 |
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Client-facing role for someone with strong customer service skills
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Position based in Highland Park, Auckland
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Join the team at Trail Investments
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The Company
Trail is a leader in the fintech industry for financial services. Based in Highland Park, Auckland. Trail provides a software product which helps busy financial advisers. Our clients love our product, as it provides a simple solution to their most frustrating problems. Trail has a great reputation within the industry and our clients love hearing from us:- We have a tight-knit and supportive team which makes big strides for its size.
- We respect each team member for their differences and focus on bringing out the best in each other.
- Our employees are always learning, especially relating to finance and tech.
- Everyone is encouraged to take on responsibility. We are a small team looking to achieve big things and empower members of the team to find and reach their potential.
- We believe in training our staff to be skilled enough to leave, and treating them well enough that they want to stay.
We are proud of the company culture we have, all of our staff demonstrate our shared core values:- Bring your whole self to work: we are passionate, authentic, down to earth and enjoy having fun together
- Get it done: we are encouraged to take initiative, own our actions and do what is needed
- Always look ahead: we are focused on growth innovation and improvement
Remuneration Benefits:- 20 days of annual leave a year
- 3% Employee KiwiSaver contributions
- Flexible starting/finishing times
- Work laptop and work phone plan
- Huge career and development opportunities
We are currently looking for an experienced Client Support Specialist to join our team in Highland Park.
You will be responsible for ensuring that our clients have an amazing experience using our software product by providing prompt and meaningful support on using our software when they face challenges or are unsure how to reach an outcome. This is a client-facing role where assistance is provided online and over the phone. This role involves troubleshooting issues, resolving queries, providing training, and updating our knowledge base.
You will be responsible for:- Providing assistance for clients that use our software by troubleshooting issues and resolving requests promptly.
- Communicate client issues to the development team through our internal task management software, Click Up.
- Set up accounts for new clients, manage their onboarding, and train them to use our software up to a competent level.
- Keeping strong notes and records about our customers in our internal software products such as Intercom.
- Maintain customer training resources, support documentation and knowledge base.
- Conduct training for clients who require additional support in order to use Trail well.
Skills, Traits and Competencies:- Industry knowledge: 2+ years of relevant experience working in a similar role within the same industry.
- Problem Solving: Produce a range of outcome focused solutions to problems identified. Have the ability to rationalise and weigh up solutions based on these outcomes.
- Communication: Communication is effective, and language is concise, content is relevant to topics discussed. Concerns are raised proactively and information is presented well for decision making. Communication balances multiple perspectives.
- Customer Focus: Able to easily build rapport with a range of different types of clients. Ability to de-escalate frustration/tension through empathy.
- Time Management: BAU tasks and projects are completed before deadlines, tasks and projects are structured with efficiency.
This is an excellent opportunity for someone who is looking to take that next step in their career. A full driver's licence is essential.
If you think you have the skills and experience to join our team, APPLY now and fill in the online application form today.
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| Please Quote Reference Number 15323 |
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