First Line Support Agent in Bournemouth

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.