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Ionic Infomation Limited
,
London, Greater London
Customer Support for financial software
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Job Type: Full-time |
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Salary: £18,000 per annum |
Overview
Purpose and scope of the role As part of the Support Team, the support analyst provides support to subscribers of the ShareScope and SharePad investment software. Responsibilities include: responding to support questions and maintaining the knowledge base on the ShareScope website. The ShareScope software runs in Windows while our SharePad software is web-based and will run in Windows, Mac OS, and iOS. General knowledge of different computer systems is desirable. We have an outstanding reputation for delivering exceptional customer support and we are looking for someone with a positive can-do attitude and strong spoken and written communication skills to join our support team. As a ShareScope Support Analyst, you should be hungry to learn about financial markets, financial data, charting and technical analysis. You’ll receive full training on the job. You’ll develop the knowhow to distinguish, triage and act on bug reports, user errors, and other issues. Responsibilities: Providing our subscribers with full product support across all support channels including: emails/tickets, telephone, voicemail, and online chat. Managing multiple ticket queues. Prioritising and responding accordingly. Software and network troubleshooting. Escalation of bugs and errors to other departments. Providing training for new subscribers. Maintaining the Training Zone section of the website: writing new tutorials, recording tutorial videos, updating existing tutorials. Maintaining the product’s in-built Help file. Experience: Excellent written and spoken English Great attention to detail and a high degree of accuracy when performing data entry tasks. Polite and patient telephone manner. Ability to multi-task and prioritise your workload. Competent with Windows, Word, Excel. Desirable Experience: Previous experience of working in a customer service role. Educated to Degree level in software, technology, or similar. A levels in English and Maths or similar. Experience with programming languages or with scripting. Knowledge of Mac OS, iOS, Chrome OS. Knowledge of Parallels / Windows emulation Our ideal support analyst will have the following traits: Highly organised Enthusiastic Meticulous or Good attention to detail Strong IT literacy Resourceful Polite and professional Good written and spoken English Calm under pressure / good at handling difficult clients Team player Willing to go beyond the job spec when required Highly presentable when client facing Ability to self-learn Good and effective communicator Please provide a covering letter with your application specifically outlining your suitability for this role. About Ionic Information Ltd and ShareScope/SharePad Based in trendy Shoreditch, Ionic Information is a market-leading provider of stock market analysis software used by people to manage their own investments. Our ShareScope product has been voted the UK’s Best Investment Software for 18 years running. It has been described as Bloomberg for private investors. SharePad was launched in 2015 and has gone on to win several awards.