At a Glance
- Tasks: Manage incidents and service requests while ensuring top-notch customer communication.
- Company: Join a leading fintech provider with over 30 years of experience in the financial services industry.
- Benefits: Enjoy a progressive role in an international environment with opportunities for growth.
- Other info: Flexible, hands-on team players who are eager to learn will thrive here.
- Why this job: Be part of a dynamic team that delivers exceptional customer experiences every day.
- Qualifications: Degree in IT and at least 1 year of client-facing support experience required.
The predicted salary is between 36900 - 45100 £ per year.
Building on more than 30 years of business expertise,
Objectway is an international wealth, banking and asset management software provider empowering clients to embrace their future challenges while providing great performance today.
The Group is a future-proof technology player with a well-established track record in the financial services industry and over €100 million of consolidated revenue.
The Group is a global Top 100 fintech provider (IDC ranking), whose clients include 200+ leading Wealth Managers, Banks, Asset Managers, Fund Managers, Insurers and Outsourcers in more than 15 countries.
With over 800 professionals operating from Italy, UK, Belgium, Germany, Switzerland and Ireland, the Group serves clients in 4 continents, supporting approximately 100,000 investment professionals to manage more than €1 trillion in assets.
- To strengthen our team in
- London or
Birmingham we are currently looking for a
First Line Client Service Desk Specialist
Your role includes
- Managing incidents, service requests and changes in accordance with agreed policy and procedures to agreed customer service levels.
- Effectively communicating with the customer during the lifecycle of a fault/ incident.
- Communicating both proactively and reactively with all users, resolving teams and 3rd parties.
- Performing the Level 1 Incident actions to all Incidents before assigning to the appropriate resolver groups. As well as fulfilling service requests as required.
- Ensuring all Incidents and Service Request logged and resolved contain good quality information within them to allow effective management and reporting.
- Ensuring that all customers receive an industry leading customer experience with each contact and any issues or complaints are escalated appropriately.
- Carrying out any agreed escalation of incidents not progressing in line with agreed Service Levels that cannot be resolved by the Service Desk and monitor their progress ensuring feedback to the customer.
- Closing all Incidents and Requests with agreement from the customer.
- Monitoring the sources for new Incidents and Service Requests.
Requirements
- Degree in IT.
- Minimum of 1 year’s experience in a client facing fast paced Service Desk support role.
- Proficiency using Microsoft based platform and suite of products. Knowledge of SQL servers, hosting platforms i. e Saa S is an advantage.
- Knowledge of Citrix, VMware, Remote Access Software.
- Experience using monitoring and alerting systems.
- Experience using Service Desk IT Service Management tools i. e Jira, Service Now or similar.
- Excellent verbal and written communication skills in English.
- Basic Understanding of ITIL principles i. e Incident, Problem Change etc.
- Personal profile
- Team player, flexible, accurate, hands-on mentality.
- Eager to understand our suite of technology products.
- Customer friendly, eagerness to learn and service driven mindset.
- Willingness to work in a highly effective team to be flexible to suit business support needs.
What we offer
- A challenging and progressive position within an international work environment
- What’s next
Please note that first interviews are mainly held virtually. Second or third stage might be arranged at our premises.
Candidates who are successful in the recruitment process might be asked to consent to a pre-employment screening as part of the final steps.
Equality Policy
We are an equal opportunities employer and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
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First Line Client Service Desk Specialist employer: Objectway
Objectway is an exceptional employer that fosters a dynamic and innovative work culture, particularly in the vibrant cities of London and Birmingham. With a strong focus on employee growth, we offer numerous opportunities for professional development and career advancement within the fintech sector. Our commitment to work-life balance and a collaborative environment makes Objectway a rewarding place to build a meaningful career in wealth technology.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Client Service Desk Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Objectway. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Objectway before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace First Line Client Service Desk Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Objectway:Your cover letter is your chance to shine! Tell us why you want to work at Objectway specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Objectway!
How to prepare for a job interview at Objectway
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
