Back Office Analyst with English
5 days ago
As a
Back Office Analyst
, you will be the first point of digital contact for our customers, responsible for ticket classification, basic troubleshooting, and ensuring a smooth flow of service requests in line with our SLAs. This is a role focusing on email and ticketing platforms and only 10% of activity will be via phone.
Key Responsibilities
- Respond to customer inquiries via ticketing system, email and phone
- Perform basic troubleshooting and maintain a stable first-fix resolution rate for basic errors
- Classify, prioritise, and dispatch tickets to the correct support level
- Regularly monitor and manage the ticket queue, ensuring SLA compliance
- Update and maintain knowledge base articles, databases and internal documentation
- Communicate with internal departments to ensure timely ticket resolutions.
What We're Looking For
- Excellent communication skills in
English,
both written
and spoken - Experience in customer support and working with ticketing systems
- High attention to detail and a strong customer-focused approach
- Proactive mindset — bringing new ideas to improve processes and service delivery
- Hands-on mentality with a desire to actively troubleshoot and solve issues
- Organized, reliable, and committed to meeting SLA targets.
Nice to have
- Previous experience with SQL
- Background in financial services
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