Customer Support Analyst

As a Customer Support Analyst you will be working within the Support Team providing software support and basic training to users of Intelligent Office & contribute content to the Intelligent Office User Guide as required. What you will be doing :

• Help desk support - answering support calls from clients and processing support emails.
• Logging calls on internal system, using own initiative and taking ownership of queries.
• Investigating and resolving queries where possible or escalating them to the 2nd line support team where necessary.
• Liaising with the other teams on the resolution of queries.
• Testing new software functionality developed and assisting the quality assurance process.
• Creating and reviewing help files to assist clients using the system.
• Liaising with the Account Management Team and other key members of staff on improving business processes.
• Assisting with remote telephone training for new users, when applicable.
• Supporting the Account Manager with client liaison.
• General administrative duties.
• Maintain sufficient knowledge of Intelligent Office functionality and industry products and practices as required to resolve 1st line cases.
• Seek to continuously enhance knowledge of Intelligent Office and industry so as to provide additional support as required.
  
  Help desk support experience required although candidates with proven experience in other areas may still be considered.
• Previous experience in the financial services industry is a distinct advantage.
• Customer relationship skills essential.
• Proven good computer skills essential, including knowledge of the Microsoft Office suite.
• Motivated individual with good time management and prioritisation skills.
• Ability to work in a very busy environment.
• Excellent attention to detail.
• Excellent telephone manner.
• Good communication skills, both oral and written.
• Accurate and timely resolution to, or appropriate escalation of all cases assigned.
• Deliver all additional assignments on time and to a suitable standard.
  
  intelliflo is a global business that welcomes bold ideas and all points of view. Doing what matters inspires us, and we believe that we grow best - as people and businesses - by working together and always striving to get better without fearing failure.
We're not looking for a 'culture fit'. We want you to bring your unique skills and perspectives and add to our culture, not conform to it. This isn't about finding the person who fits in; we want people who stand out. Who is intelliflo? Sound financial advice has the power to transform lives and should be accessible to the many, not the few. intelliflo widens access to financial advice through leading technology that powers the advisory experience. We use open software architectures and unmatched industry experience to simplify a complex digital landscape and help advisors flourish and grow. Our solutions support over 30,000 financial advisors globally, who represent over three million households with over USD 1 trillion assets. intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry., intelliflo offers industry-leading Total Rewards that help you thrive - in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more. Our commitment to diversity, equality, and inclusion Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today's evolving society, which we believe is fundamental to our efforts to widen access to financial advice. intelliflo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity for all job applicants and employees. Individuals seeking employment at intelliflo are considered without regards to race, religion, color, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, military or veteran status; or any other characteristic protected by applicable laws.