Job Description

intelliflo widens access to financial advice through leading technology which powers the financial advisory experience. We use open software architectures combined with unmatched industry experience to simplify a complex digital landscape to help advisors compete and grow. Our solutions support over 30,000 financial advisors worldwide, representing over three million end-investors, with over $900 billion advised across our platforms.

intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.

Your Role:
To effectively triage any production-based defects within intelliflo office with the aim of creating data fixes or code changes that can be validated and released by the quality assurance team. With complex defect cases, a detailed investigation is conducted and written clearly for the development team to triage. For any defects that are unable to be resolved learnings are taken for self-development so that future occurrences can be effectively triaged. In the event of a defect case being identified as a ‘How-To’ feedback and training are provided to the customer teams to help improve their knowledge in identifying a true defect in intelliflo office. Also, providing both technical and functional support for our API developer hub platform.

What you would be responsible for:

• Ensure all defects are triaged and submitted in line with the SLA & best endeavour timeframes escalating to the development team where necessary.
• Validate all defects referred and aim to write data and code fixes. That can be submitted for review and testing by QA teams.
• Provide constructive feedback and training to analysts when a defect is rejected in validation.
• Escalating cases to the delivery team when unable to write a data or code fix and use these opportunities to develop and learn.
• Liaise with the development team on defect fixes ensuring the are progressing through the defect journey.
• Liaise with the quality assurance and assist in fix testing & deployments.
• Assist with any escalated customer support audit requests and provide training feedback.
• Contribute and assist in the roll out of upcoming functionality changes, via the Cross Functional Launches (CFL’s) and ensure members of the team are prepared for product changes.
• Assist other support analysts with answering complex queries to ensure customers are getting a positive experience, from submitted cases and swarms.
• Testing new functionality before its released into our products.
• Assist customer support analysts by arranging and running product training sessions.
• Liaising with the learning & development team to create digital content for in-app support & the community knowledge base.
• Engage with customers via GLIA/ Zoom co-browsing to accelerate the troubleshooting process.
• Proactively contacting customers through outbound calls or emails.
• Implement meaningful improvements to drive a positive customer experience.
• Record all interactions to a high level of detail in the CRM system.
• Effectively solve customer issues by continuously developing product knowledge.
• Identify individual knowledge gaps and document them within the training CRM.
• Liaise and support other departments with customer queries.
• General administrative duties.
• Provide efficient accurate & personalized support via the developer hub platform (API Support).
• Liaise and co-ordinate with the extensibility product owner on API adoption & usage.
• Onboard and encourage API customers to use the partner portal when assistance is required.

Experience you bring:

• 2 years of Customer support experience preferred although other candidates with strong experience in other areas may still be considered.
• Strong testing skills.
• Ability to solve problems and think analytically.
• Have a customer centric attitude.
• Able to work in a high-pressured environment.
• Patient, empathic & diplomatic.
• Critical thinker.
• Emotional intelligence.
• Excellent telephone manner to maintain a positive customer experience.
• Ability to engage with a large userbase through the community platform.
• Ability to build and maintain a positive relationship with customers.
• Ability to independently troubleshoot through customer queries.
• Experience in case management.
• Proven computer skills are essential, including knowledge of the Microsoft Office suite.
• Motivated individual with precision time management & prioritisation skills.
• Ability to work in a team and independently in a very busy environment.
• Excellent attention to detail.
• Effective communication skills, both written & verbal.
• Ability to empower individuals and lead a team to success.
• Influencing & developing relationships with key stakeholders.
• Strong background knowledge of all intelliflo products & processes
• Experience in the financial services, or FinTech industry is a distinct advantage.
• SaaS technology experience.
• Entry level knowledge in one or more of the following: Grafana, SQL, C#, HTML, GIT & Postman.
• Understanding of the Privacy Acts in particular the California Consumer Privacy Act (CCPA).
• Experience with using Salesforce’s case management tool is preferred.
• Experience with using JIRA is preferred.

Full Time / Part Time

Worker Type

Job Exempt (Yes / No)

Workplace Model

intelliflo’s workplace model is designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection when possible. Most teams within our England office work 1-day a week in the office, however, most of our teams within the United States and India operate in a remote working pattern. Certain limitations apply. Please consult with your Talent Acquisition contact during the interviewing process.