Customer Service Associate

As a Customer Support Associate, you’ll play a vital role in helping our customers get the very best from Defaqto’s software products. Working within our Customer Support Team, you’ll deliver engaging training sessions, provide user support, and help customers understand how to use our applications effectively to meet their goals. You’ll also contribute to testing new software releases and supporting continuous improvement across the team, as well as retaining existing customers. This is an exciting opportunity for someone who is passionate about technology, enjoys helping others, and is keen to develop a career in customer success, software training, and the financial services industry. Key Responsibilities Customer Training & Support: 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 Product Knowledge & Testing: 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 Customer Success Collaboration: 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 Personal Development & Continuous Improvement: 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 Skills, Knowledge and Expertise Qualifications/training: 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 Knowledge: 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) Skills: 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: 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 Approach to work 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 It’s also important that you live our values as these are fundamental to our purpose as an organisation, so be sure to Think Big, Be Bold, Own It, Team Up and Be A Star !