Help Desk Support Specialist (Enterprise Software)

About Financial Cloud

We are a team of passionate innovators building technology that enhances consumer experience in financial services. We hate clunky online portals, inefficient customer service processes, and the time it seems to take to get anything done in financial services.

That’s why we created Financial Cloud, a Financial CRM built to empower businesses to deliver seamless, intuitive, and efficient interactions—whether for consumers managing their accounts, call centre agents providing support or back-office staff delivering results.

Join us in shaping the future of financial services with intelligent, impactful technology.

Overview

We are seeking a Helpdesk Support Specialist to provide first-level technical support for our enterprise SaaS financial CRM platform, which services lenders, banks, and debt collection companies. In this role, you’ll be responsible for diagnosing and resolving user inquiries related to our CRM’s core functionality—ranging from loan origination to debt collection workflows—while maintaining high data security, compliance, and customer satisfaction. The ideal candidate has excellent communication skills, a foundational understanding of financial systems, and a passion for delivering top-tier support in a complex, fast-paced environment.

Key Responsibilities

Frontline Support & Issue Resolution

• Serve as the primary contact for end-users, responding promptly to support tickets, phone calls, and emails.
• Troubleshoot and resolve CRM-related issues such as data entry errors, workflow misconfigurations, and user access challenges, escalating to second-line support when necessary.

Financial CRM Expertise

• Develop a deep understanding of the platform’s functionality, including loan servicing, debt management, and client onboarding features.
• Guide users through best practices, everyday use cases, and feature optimisations that align with industry regulations and standards.

Compliance & Security

• Adhere to financial services regulations, data privacy requirements (GDPR), and security policies when handling customer data.
• Recognise and escalate potential compliance-related concerns or anomalies to the relevant stakeholders (e.g., security, legal).

User Training & Onboarding

• Assist new customers or end-users by providing product overviews, navigation tips, and guidance on setting up secure login credentials.
• Create and maintain clear, concise instructional materials tailored to lenders, banks, and debt collection teams.

Incident Documentation & Reporting

• Accurately record all interactions, incidents, and resolutions in the ticketing system (e.g., Jira, Zendesk).
• Provide regular updates to stakeholders and end-users regarding ticket status, resolution timelines, and any required follow-up actions.

Cross-Functional Collaboration

• Work closely with product, engineering, and QA teams to investigate complex issues, propose solutions, and test fixes in pre-production environments.
• Communicate any recurring or high-impact user issues to product management, helping shape future platform enhancements.

Continuous Improvement

• Contribute to the knowledge base by documenting new issues, resolutions, and best practices, particularly those relevant to financial workflows.
• Suggest improvements to the helpdesk process, aiming to reduce ticket volume, speed up resolution times, and enhance overall user satisfaction.

Requirements

• Experience & Education:

• 1–3 years in a Helpdesk or Technical Support role, preferably within SaaS or financial services.
• Background or strong interest in finance, banking, or debt collection environments (experience with BFSI software is a plus)

• Technical Skills:

• Familiarity with CRM platforms, ticketing systems (e.g., Jira, Zendesk), and remote desktop tools.
• Basic understanding of software testing concepts and application troubleshooting.
• Comfort with SQL basics or data analysis tools is a bonus (for diagnosing data-related issues).

• Soft Skills:

• Excellent verbal and written communication, with the ability to interact professionally with finance-sector clients who handle sensitive data.
• Strong problem-solving skills and attention to detail, crucial for diagnosing complex CRM or workflow issues.
• Ability to stay calm under pressure, especially when dealing with time-sensitive lenders or debt collection scenarios.

Preferred/Bonus Skills

• Exposure to regulatory requirements such as GDPR, FCA guidelines, or other financial compliance frameworks.
• Experience providing support in highly regulated or audited environments.

Why Join Us?

• Impactful Work: Help power mission-critical operations worldwide for lenders, banks, and debt collection companies.
• Collaborative Culture: Work cross-functionally with talented product, engineering, and QA teams to innovate in the financial technology space.
• Professional Growth: Expand your technical and regulatory expertise with continuous learning opportunities and training.
• Flexible Environment: Enjoy remote working flexibility, competitive compensation, and comprehensive benefits.

What We Offer

Competitive Compensation and Benefits

• Competitive Salary
• 28 days holiday + 2 days per year of service unlimited
• Private Health Care
• Private Dental Care
• Life Insurance
• Choose your equipment
• Flexi-time
• Remote Working

Professional Growth and Development

• Opportunity to shape the evolution of a market-leading CRM platform.
• Ongoing training, certifications, and career development pathways.

Collaborative Culture

• Work in a diverse, inclusive environment where innovation and customer success are top priorities.
• Regular team-building events, a supportive leadership team, and innovative, industry-leading clients.