Customer Support Associate

Role Overview

• Deliver remote and occasional in-person training sessions for Defaqto’s customers
• Support users in understanding and navigating Defaqto’s software tools
• Handle customer queries via phone, email, or online chat in a professional and friendly manner
• Ensure every interaction enhances customer confidence and satisfaction
• Become an expert user of Defaqto’s software platforms through hands on learning and experience
• Participate in testing of new software features and releases, providing feedback to the Product and Development teams
• Assist in creating or updating training materials and user documentation
• Work closely with colleagues across Customer Success, Product, Sales and Marketing to share insights and improve user experience
• Identify recurring customer challenges or feature requests and report them to relevant teams
• Support team initiatives that enhance customer engagement and retention
• Proactively seek learning opportunities to deepen product knowledge and training techniques, as well as financial services understanding
• Contribute to team meetings and knowledge sharing sessions, including training new members of the team
• Strive to deliver excellent customer experiences at every opportunity

Requirements

• Educated to A
• level standard or equivalent (a degree is beneficial but not essential)
• Training or teaching related qualifications are an advantage but not required
• Strong interest in software and technology (financial services knowledge is beneficial but not essential)
• Understanding of customer service principles and best practices
• Familiarity with online meeting and presentation tools (e.g. Microsoft Teams)
• Excellent verbal and written communication skills
• Confident and engaging presentation skills
• Strong organisational and time management abilities
• High level of IT literacy and ability to learn new systems quickly
• Problem solving mindset with attention to detail
• Experience in a customer-facing role (e.g. customer service, support, or training) is advantageous
• Experience delivering presentations or demonstrations (formal or informal) is helpful
• No prior software training experience required full training will be provided
• Self-motivated and proactive with a “can-do” attitude
• Eager to learn and develop new skills
• Collaborative team player who enjoys helping others succeed
• Adaptable and comfortable in a fast-paced, changing environment
• Customer-focused and empathetic in every interaction