Join us as a Senior Technical Operations Administrator
At Cushon we like to do things a bit differently. Our mission is to help as many people as possible to get comfortable with their finances, and our vision is to bring tech revolution to the financial services industry. We’re looking for talented people to help us build simple, convenient, and delightful financial experiences tailored to our customers.
- This is a varied role that would suit a someone who is flexible and able to think outside the box.
- You will help the Operations team by providing technical and system knowledge to help with the resolution, or appropriate escalation of issues impacting our customers.
What you'll do
- Supporting the Operations team with investigation and resolution of technical issues within the system.
- Evaluating and escalating technical or customer related issues when necessary
- Monitor and report on escalated cases.
- Work closely with technical colleagues to ensure that customer issues and requirements are clearly defined.
- Manage relationships internally to ensure that we prioritise issues fairly.
- Proactively locate issues.
- Consider enhancements to reduce manual intervention.
- QA issues/features/processes from engineers to ensure it fulfils the original request.
- Resolve issues within SLA.
- Categorise tickets to provide useful MI.
- Carry out other ad hoc tasks for management as necessary.
The skills you'll need
To be successful in this role, you’ll need to have excellent problem-solving skills, with the ability to think logically, identify root causes and develop solutions. Attention to detail is key to delivering high quality and robust solutions. You’ll perform well under pressure and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.
You’ll also need:
- Be able to work independently with minimal guidance.
- Excellent written and verbal communication skills.
- Ability to adapt to constantly changing business environments.
- Experience with Customer Services Software (ideally Zendesk or Jira)
- Pensions industry knowledge
- Experience of Confluence & Jira
Hours
35
Job Posting Closing Date:
01/04/2025
Ways of Working:Remote First
Top Skills
What We Do
We’re a business that understands when our customers and people succeed, our communities succeed, and our economy thrives. As part of our purpose, we’re looking at how we can drive change for our communities in enterprise, learning and climate.
As one of the leading supporters of UK business, we’re prioritising enterprise as a force of change. We’re focusing on the people and communities who have traditionally faced the highest barriers to entry and figuring out ways to remove these.
Learning is also key to our continued growth as a company in an ever changing and increasingly digital world. By setting a dynamic and leading learning culture, our people prosper, and our customers are given the tools to continue to improve their financial capability and confidence.
One of the biggest challenges we all face in our future is climate change. That’s why we’ve put it right at the core of our purpose. We want to champion climate solutions with financing and entrepreneurial support, fully embed climate into our culture and decision making, and be climate positive by 2025.
We’re committed to using our purpose to break down barriers, drive change and ultimately create a great place to work.
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