Application Support Engineer

Application Support Engineer

Location: Cardiff

Hybrid / Flexible Working

Salary: Up to £30,000 depending on experience + up to 20% annual bonus

About us 

Founded in 2018 LDMS are part of the LC Financial Holdings group, a 3 pillar organisation that has over 950 employees across Europe. Together, we have an impressive track record of providing world class credit expertise that spans over 20 years.

We are a Fintech company focused on digital lending software, a market growing around 18% per year and set to be worth $27 billion by 2028. Given our expertise within the company and across the group we aim to be the leader in the space, and in order to do that we need a team of people who can not just write quality code but can think, create and challenge others to come up with the best solutions for our customers. We are an ambitious team with a pretty big ‘to do list’ including improving existing products, building new ones and delivering to new markets.

The Role

As a Application Support Engineer you will be a key part of the service delivery team assisting multi-disciplined teams to deliver and support world class financial software for LDMS partners and clients. Reporting directly to the Service Delivery Manager you’ll be supported to gain a sound and indepth understanding of our business, the systems we use and the products that we supply. You’ll  focus on supporting our customers by responding to service tickets, understanding customer needs and issues, and providing clear and accurate documentation that ensures that users get the most out of our software. You’ll play a key role in helping bridge the gap between our internal technical teams and our customers.

Requirements

• Be the first point of contact for clients and customers who are experiencing technical difficulties with our systems/products.

• Analyse tickets, identifying and resolving the root cause of the problem. 
• Ensure that the query / problem is addressed within an appropriate time and manner that is subject to our SLAs.
• Follow up with the product owner\engineers to ensure that tickets have been completed and closed. 
• Become a product expert and user champion in order to create and maintain training documents presenting them in the form of  brochures, videos, webex or any other means that you see fit.
• Analyse support tickets to identify frequently asked questions and respond by creating and communicating help sheets for both customers and internal teams. 
• Build strong working relationships with clients and third parties, understanding their needs in order to help LDMS to deliver a quality service.

Skills & Knowledge 

• Excellent communication and interpersonal skills. 

• Ability to build and maintain strong working relationships with stakeholders.
• Excellent customer service.
• A logical and analytical mindset. 

• Basic knowledge of how software is designed and implemented.
• Ability to analyse and interpret tickets in order to make an informed decision on priority.
• Experience working  across multi-functional teams.

What’s important to us?

It’s safe to say our passion is tech but we recognise that it’s the people that we hire and bring together who are at the heart of the organisation. Over the years we have acquired and recruited a pretty eclectic bunch with hobbies ranging from gaming to ultra marathon running, snowboarding to chess and hiking and climbing, however, what we do have in common are our values:

Teamwork

Merit

Develop

Honest

Impactful

Integrity

They may just look like corporate jargon but they mean something to us, and if you can relate to the above, get in touch as it there’s a good chance that you’d be a great addition to the team.

Benefits

• Discretionary Bonus (Up-to 20%)
• 25 days Annual leave (plus bank holidays)
• 1 day Birthday Leave
• 1 day Charity Leave
• Private Health Insurance - AXA VIP comprehensive cover - optional
• EAP
• Pension (Salary Sacrifice 3%/5% contribution)
• Salary sacrifice bike and electric car scheme
• Monthly Socials
• Charity Events