First Line Support Agent

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.

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 Velocity 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 Velocity 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.

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.

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.

Job responsibilities:

• Act as the first point of contact for clients via phone and email, ensuring all tickets are logged accurately and responded to within agreed Service Level Agreements (SLAs).
• Perform initial troubleshooting and conduct in-depth investigations for user-reported issues, identifying whether problems relate to user error, configuration settings, or potential system bugs.
• Provide high-quality guidance to users on the navigation and effective use of the Twenty7tec platform, ensuring they can leverage key features and workflows.
• Identify and report inaccuracies in data, processes, or systems through established internal channels and processes to ensure data integrity and operational excellence.
• Maintain precise and detailed information for every support ticket, ensuring high-quality data for management reporting and strategic decision-making.
• Proactively manage personal ticket queues to consistently meet or exceed Key Performance Indicators (KPIs), specifically focusing on First Response Time, First Contact Resolution, and Customer Satisfaction (CSAT) scores amongst others.
• Foster customer trust and loyalty by serving as a responsive, empathetic primary point of contact and managing expectations through clear updates during the resolution process.
• Articulate complex technical issues in a clear, professional, and accessible manner for non-technical customers.
• Internally feed back common queries and resolutions to contribute to the internal and external Knowledge Base, helping to drive customer self-service.
• Exhaust investigation at First Line of support before gathering all necessary information (screenshots, reproduction steps, etc.) for complex issues to escalate to the 2nd Line Support team.
• Maintain an in-depth understanding of the Twenty7tec platform's features and updates to provide proactive "how-to" guidance to customers.
• Participate in internal feedback loops by reporting recurring user pain points to help influence the development roadmap.

The above is not an exhaustive list of duties and you will be expected to perform additional or other duties as necessary to meet the needs of the business.

You will be joining a company that looks after its people. Twenty7tec is currently ranked as a "Best Technology Company" to work for and holds a Best Companies "Outstanding Company to Work For" official accreditation. Flexible working location (Hybrid) Increase on length of service up to a maximum of 28 days holiday plus.