Helpdesk Support Specialist, Fenergo
$87-95k
Clinet lifecycle management for financial services
Job no longer available
Clinet lifecycle management for financial services
501-1000 employees
Job no longer available
$87-95k
501-1000 employees
Company mission
To enable financial institutions to digitally transform their end-to-end client lifecycle processes.
Role
Who you are
- The ideal candidate should have strong problem-solving skills, technical knowledge, and a customer-centric approach
- 2-4 years of experience in a helpdesk or IT support role
- Experience with helpdesk ticketing systems and remote support tools
- Understanding of computer hardware, operating systems (Windows, macOS), and common software applications Microsoft 365 EcoSystem
- High School Diploma or equivalent; Associate’s Degree in Information Technology or related field is a plus
Desirable
- Cloud Platforms: Knowledge of AWS Services an advantage
- SQL and Data Analysis: Proficiency in SQL, excel, Power BI and other data analysis tools
- Industry Experience: 1-2 years previous experience in a similar role within a tech or SaaS company
- Strong problem-solving and analytical skills
- Excellent verbal and written communication skills
- Ability to work well under pressure and manage multiple tasks simultaneously
- Customer service orientation with a focus on user satisfaction
- Basic knowledge of networking concepts (e.g., IP, DNS, DHCP) and common IT infrastructure
What the job involves
- The Helpdesk Support Specialist is the first point of contact for end-users seeking technical assistance
- This role involves providing support for hardware, software, and network-related issues, ensuring efficient resolution and maintaining a high level of customer satisfaction
- User Support:
- Respond to user inquiries via phone, email, or helpdesk ticketing system
- Provide first-level support by diagnosing and troubleshooting hardware, software, and network issues
- Assist users with password resets, account unlocks, and basic software installations
- Guide users through step-by-step solutions for common technical issues
- Escalate complex issues to higher-level IT staff or specialized support teams as necessary
- Incident Management:
- Log and track all incoming support requests in the helpdesk system
- Prioritize and categorize issues based on severity and impact
- Ensure timely resolution of incidents according to established SLAs (Service Level Agreements)
- Technical Troubleshooting:
- Diagnose and resolve hardware issues related to desktops, laptops, printers, and other peripherals
- Assist with basic network troubleshooting, including connectivity issues and VPN access
- Support users with software-related issues, including operating systems, productivity tools, and specific applications used by the company
- Maintain and update technical documentation and user guides
- System Maintenance and Monitoring:
- Perform routine checks on systems and applications to ensure they are functioning correctly
- Assist in deploying software updates, patches, and system upgrades
- Monitor system alerts and respond to potential issues proactively
- Assist with setting up and configuring new hardware and software for end-users
- User Education:
- Provide end-user training on common IT tools and best practices
- Develop and distribute knowledge base articles, FAQs, and other self-help resources
- Promote cybersecurity awareness and best practices among users
- Reporting and Documentation:
- Maintain detailed records of all support requests and resolutions
- Identify recurring issues and report them to the Helpdesk Manager for further investigation
- Contribute to the development and improvement of helpdesk processes and procedures
Our take
The regulatory technology market is set to see a big jump in the coming years. With market drivers including new regulations in the financial sector and rising instances of money laundering globally, regulatory technology companies are going to have some big opportunities to get their teeth into.
Fenergo is a major player in this industry. In a nutshell, Fenergo handles client and regulatory technology for financial services, providing Client Lifecycle Management (CLM) software solutions for major financial institutions. Used by over 30 of the top 50 financial institutions in the world, Fenergo enables its clients to be compliant with regulations whilst maintaining an excellent client experience. Creating an 82% faster onboarding process with a 40% reduction in overall costs, the financial advantages for users are clear.
Following its 2021 acquisition by Astorg and Bridgepoint which has brought a fresh injection of capital, Fenergo is focused on growth and innovation. With 10 offices worldwide and clients including Santander and Bank of China, Fenergo looks to be in a very strong position. That being said, this is a market that is changing fast, and growing adoption of artificial intelligence, cloud computing and machine learning in particular will bring interesting opportunities and challenges for Fenergo in the years to come.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Feb 2020
$80.5m
LATE VC
Jul 2019
$72.7m
GROWTH EQUITY VC
Total funding: $232.6m
Company benefits
- Flexible working
- Employee wellness program
- On-going training & career progression plans
- Employee recognition plan
- Sports & social activities
- Mentoring & Coaching
- Professional Development
- Give Back to the Community
- Employee Support Groups
Company values
- Excellence: We deliver quality and results.
- People: We value nurture and support each other.
- Information: We grow and thrive by learning and sharing information.
- Clients: We ensure that our clients and stakeholders achieve their full potential and are successful.
Articles
Leadership
Max Murphy
(CEO)A software engineer with 20 years’ experience developing and delivering enterprise software for banks.
Salary benchmarks
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Diversity & Inclusion at Fenergo
- At Fenergo, we are deeply committed to creating an inclusive and diverse working environment where all voices are heard. In the rapidly evolving digital workplace, Fenergo recognizes the need to be at the forefront of creating an inclusive workplace for great people who constantly deliver excellence to our clients
- Fenergo has diversity ambassadors, groups and committees, such as the Women’s WIRE Group which encourages inclusion and celebrates diversity through programs like International Women’s Day.
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