Product Specialist/Customer Support, FinTech (Remote) 22964

<p><strong>Product Specialist/Customer Support, FinTech (Remote) 22964</strong></p><p><strong>£34,000 (£25,000 pro rata) + benefits</strong></p><p><strong>Evenings: 5pm – 11pm</strong></p><p><br></p><p>Great with clients, quick to get to the bottom of a problem and looking for a role where you can really take ownership?</p><p><br></p><p>Do you have client-facing or customer support experience and availability for working hours of 5pm – 11pm Monday to Friday?</p><p><br></p><p>Do you have excellent communication skills, good judgement and a proactive, curious approach?</p><p><br></p><p>A dynamic FinTech business is looking for a Product Specialist to join its client support team. This is much more than simply answering support tickets. You will be a trusted first point of contact for clients – diagnosing and resolving queries, delivering training and helping users get the most from the platform.</p><p><br></p><p><strong>What you’ll be doing:</strong></p><p><br></p><ul><li>Acting as the first point of contact for clients during the evening 5pm – 11pm shift, diagnosing and resolving queries to agreed service levels and ensuring a clear understanding of the user's needs</li><li>Using judgement to identify whether issues are product bugs, training needs, or require escalation, and providing accurate context for further investigation</li><li>Creating and delivering training resources, including attending client meetings with Account Management and Customer Success to support adoption</li><li>Supporting internal teams with user data analysis to identify trends, propose improvements and contribute to product adoption and efficiency</li><li>Providing a feedback loop to product and customer teams, representing the customer voice in product development and company priorities</li><li>Proactively contributing ideas to improve team processes and the client experience</li><li>Ensuring smooth handovers to the night shift team and following up on day team escalations</li></ul><p><br></p><p><strong>The skills you’ll need:</strong></p><p><br></p><ul><li>Strong communication skills, with the ability to explain solutions clearly and confidently by phone and email</li><li>Proven experience in a client facing or support role</li><li>Ability to diagnose and resolve issues with sound judgement, escalating when appropriate and providing clear context to colleagues</li><li>Ability to ask insightful questions</li><li>A client centric mindset, able to build strong relationships</li><li>Experience using ticketing or customer support systems</li><li>Basic familiarity with JIRA, or similar, for logging and tracking customer issues</li></ul><p><br></p>

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