Client Support Specialist

Effectively apply knowledge to solve a range of problems and questions.

• Run the application in a clients database copy and reproducing the issue in a test environment.

• • Occasionally train clients on the applicable application in a support capacity.

  • • Effectively communicate an explanation or solution to clients and to other colleagues where applicable.Resolve and diffuse demanding situations with a client by both email and over the phone.

    • • Escalate a ticket to the appropriate resource or call meetings if needed to bring an issue to resolution.

      • • Function as the liaison between clients, the support team and our internal Development and QA teams.

        • • Gather and analyze information, research, and follow up on client questions and issues in a timely manner.

          • • Collaborate with Development, Professional services, or other staff to solve problems.

            • • Consider andor develop alternate solutions when available to provide excellent customer support.

              • • Create and update all issues in the company tracking system to maintain accurate records of customer interactions.

                • • Help build and maintain knowledge base articles, FAQs, and other selfservice resources.

                  • • Participate in team meetings to share insights, feedback, and propose solutions.

                    • Competencies

                      • Experience and knowledge within the Financial Lending sector.

                      • • An understanding of the structuring of financial instruments i.e., loans, leases, financing contracts etc.

                        • • An ability to understand client issues and document the issue and expected outcome from the client’s perspective.

                          • • Excellent analytical and troubleshooting skills.

                            • • Excellent oral communication skills, including the ability to speak effectively to a client or colleagues.

                              • • Excellent written communication skills, including the ability to read and understand documents such as user guides and manuals.

                                • • Strong mathematical skills to support calculation and validation of financial products.

                                  • • Ability to apply common sense understanding.

                                    • • Ability to work constructively in a team environment.

                                      • • Ability to follow instructions and respond to direction.

                                        • • Professional attitude to clients and colleagues.

                                          • • The ability to communicate in a calm and professional manner to both clients and colleagues.

                                            • Qualifications [Minimum required Education and Experience]

                                              • Prior experience in the financial sector relating to leases andor loans.

                                              • • Prior experience as a software Tier 2 Support Desk Specialist preferred but not mandatory.

                                                • • Proficiency In Word and Excel is a must.

                                                  • • University or College degree.

                                                    • Business Unit:

                                                      CFS

                                                      
                                                      

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