At a Glance
- Tasks: Be the go-to person for tech support and help customers navigate our platform.
- Company: Join Twenty7tec, a leader in transforming financial advice through innovative technology.
- Benefits: Enjoy a friendly work environment, competitive pay, and opportunities for growth.
- Other info: Diverse team with a commitment to inclusivity and personal development.
- Why this job: Make a real difference by providing exceptional customer support in a dynamic industry.
- Qualifications: GCSEs in English and Maths, plus experience in customer support or helpdesk roles.
The predicted salary is between 25000 - 30000 £ per year.
Twenty7tec transforms financial advice through technology. We partner with businesses of all sizes who share our ambition to simplify, streamline and digitise financial services in the mortgage and wealth markets. All our partners are different, so our technology can be customised to meet both the needs of the business and the needs of the client. As such, we need talented people to join our growing team.
We now have an exciting opportunity for a First Line Support Agent to join our friendly team. The First Line Support Agent is a vital customer-facing role responsible for acting as the primary point of contact for all technical and product inquiries across the Twenty7tec platform. This role involves triaging incoming support requests, resolving initial user queries, providing guidance on platform functionality, and ensuring seamless communication between the customer and internal technical teams. The impact of this role is fundamental to delivering an exceptional first impression, driving high levels of customer engagement, and ensuring the swift and professional resolution of day-to-day operational queries.
About Us: The power and benefits of great financial advice are unquestionable. Twenty7tec, through our RESEARCH platform, is committed to designing and building exceptional technology that supports mortgage, protection, and wealth advisers in delivering exceptional client outcomes. Our technology is used by advisers, lenders, product providers, and financial institutions to underpin the effective delivery of financial advice to millions of consumers in the UK. On a daily basis, over 16,000 mortgage, protection and wealth advisers utilise our platform.
Twenty7tec is a diverse employer, and we understand that everyone is unique. If you require additional information or reasonable adjustments to help you with your application or interview, we would be very happy to assist. If your application is successful and you are invited to an interview, we will provide you with an information sheet giving insight into our interview process, so you know what to expect.
Recruitment Process: Applications for this role may require a short online assessment to establish competency in certain skill areas. If your application is successful, you will be invited to a short telephone screening call with a member of our HR team. This is an informal conversation to find out a little more about you and your expectations ahead of potentially moving on to a formal interview. If you are invited to an interview, this may be carried out at our Bournemouth office, or online via a video call depending on your location. Interviews are conducted with the line manager for this role. A second interview may be required depending on the specific job role and may be attended by a member of senior management where required.
Requirements: About You: You will have:
- GCSE in English and Maths at Grade C (or equivalent)
- Previous experience in a customer-centric technical support or helpdesk environment, ideally within the SaaS or FinTech sectors.
- Proven track record of working within a fast-paced environment, managing high volumes of incoming tickets via phone and email.
- Experience working toward and consistently meeting structured Service Level Agreements (SLAs) and individual performance KPIs.
- Proficiency with industry-standard ticketing systems and CRM tools such as Zendesk, Jira Service Management, or Salesforce would be advantageous.
- Demonstrable experience in software troubleshooting and the ability to diagnose root causes before escalating to senior technical teams is desirable.
First Line Support Agent in Bournemouth employer: Twenty7tec
At Twenty7tec, we pride ourselves on being an exceptional employer that values diversity and fosters a supportive work culture. As a First Line Support Agent in our Bournemouth office, you'll enjoy a collaborative environment where your contributions directly impact customer satisfaction and engagement. We offer ample opportunities for professional growth, alongside a commitment to employee well-being and a flexible approach to work, making us an ideal choice for those seeking a meaningful career in the FinTech sector.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Support Agent in Bournemouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Twenty7tec. 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 Twenty7tec 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 Support Agent in Bournemouth
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 Twenty7tec:Your cover letter is your chance to shine! Tell us why you want to work at Twenty7tec 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 Twenty7tec!
How to prepare for a job interview at Twenty7tec
✨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.
