Customer Service Analyst

Arctic Intelligence is a leading provider of software solutions for financial crime compliance and risk management.

A multi-award-winning RegTech firm, Arctic Intelligence has developed three cloud-based software solutions that leverage technology to re-engineer the way regulated businesses manage their financial crime risks.

We are trusted by hundreds of regulated businesses in financial and non-financial industries across 15 countries and growing.

Work with a friendly and inclusive team, applying your analytical skills and passion for delivering excellent customer service to our growing customer and partner base in the EMEA and North American regions.

This role is based in the UK (London area), reporting to Arctic’s Head of Customer Services in Sydney, Australia, providing support, training, and analysis services to our customers and partners. You will also work alongside the Sales Director for EMEA and North America, assisting with some pre-sales and account management activities.

Roles and Responsibilities:

• Maintain our high customer satisfaction and engagement scores.
• Respond to customer queries and service requests using email, screen sharing, and Zendesk.
• Provide technical and analytical expertise on our platforms to customers and partners.
• Assist customers and partners with account setup and implementation.
• Provide pre-sales support to the sales team by implementing, configuring, and supporting pilot accounts.
• Troubleshoot technical issues, provide customers with workarounds, and submit bugs to the Dev team.
• Write customer guides, help centre articles, FAQs, and configuration documents.
• Train customers and partners on using the platforms through onboarding and refresher training.
• Understand customer and partner usage and collect and share feedback with internal teams.
• Provide operational support for platform upgrades and releases.

Skills:

• Proven ability to efficiently and appropriately respond to customer requests
• Proven ability to build customer rapport
• Excellent analytical and diagnostic skills
• Excellent written communication skills
• Process-improvement mindset
• Ability to work independently and as part of a high-performing team

Suits someone looking for:

• Variety in their day-to-day tasks and responsibilities
• Work from home
• A growing, dynamic and fast-moving business

If you are interested in registering your interest in this position please complete the application with a copy of your resume or send an email to https://arctic-intelligence.com/contact-us

Job Types: Full-time, Part-time
Part-time hours: 36 per week

Salary: £25,000.00-£35,000.00 per year

Benefits:

• Referral programme
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in London

Reference ID: Arctic-UK-CSA