IT & Info Sec Manager

AI Tech Suite; City of Edinburgh; Remote; GBP 25,000 - 45,000; Full time

Job summary

An innovative company is seeking a dedicated Customer Support Specialist to join their team. This role involves acting as the first point of contact for customers, providing empathetic and efficient support. You'll be responsible for logging and prioritizing issues, troubleshooting technical problems, and collaborating with various teams to enhance the customer experience. With a focus on continuous skills development and a commitment to employee wellbeing, this position offers a dynamic work environment that values flexibility and shared success. If you are passionate about customer service and technology, this opportunity is perfect for you.

Benefits

34 days holiday plus birthday off

Share options

Skills development

Remote and flexible working

Life insurance

Income protection

Private health care

Employee assistance programme

Cycle to work scheme

Pension scheme

Qualifications

• 5+ years in customer support or a relevant field required.
• Strong understanding of technical products to assist users effectively.

Responsibilities

• Act as the first point of contact for customer support requests.
• Categorize and escalate issues, ensuring swift action on high-priority queries.
• Collaborate with teams to enhance service and customer experience.

Skills

Customer Support

Technical Troubleshooting

Product Knowledge

Collaboration

Issue Logging

Job description

Aveni AI offers an AI platform and AI assistants, Aveni Detect and Aveni Assist, for the financial services industry. It automates tasks such as document check, CRM administration, report generation, and compliance assessment. Aveni Detect focuses on risk and compliance, offering features like Consumer Duty outcome assessments and vulnerable customer identification. Aveni Assist is a GPT-powered AI assistant that handles financial advice admin, generates suitability reports, and manages client emails. The platform aims to transform productivity and compliance by mining information from customer conversations. It caters to various roles including QA assessors, risk officers, financial advisers, and call center managers. Key use cases include AI financial advisor assistance, Consumer Duty compliance, and auto QA.

Responsibilities:

1. Customer Support – Act as the first point of contact for our customers, responding to support requests with empathy and efficiency.
2. Issue Logging & Prioritisation – Categorise and escalate issues as needed, ensuring high-priority queries are actioned swiftly.
3. Technical Investigation – Help diagnose and troubleshoot technical problems with guidance from senior team members.
4. Product Knowledge – Build a strong understanding of Aveni’s products to support users effectively.
5. Collaboration – Work with engineering, product, and customer teams to improve our service and customer experience.
6. Feedback & Documentation – Relay customer feedback to internal teams and contribute to support documentation, FAQs, and internal guides.

Experience Requirements:

5 years + in a relevant field.

Benefits:

• 34 days holiday plus your birthday off (inclusive of bank holidays).
• Share options – we believe in shared success.
• Skills development – continuous learning is at our core, expect the development to be front and centre of everything you do.
• Remote and flexible working – remote, co-working spaces, or a mix of both.
• Life insurance, income protection and private health care.
• Freebies and discounts at a range of retailers.
• Emotional wellbeing (Employee assistance programme provides access to 24/7 employee counselling and emotional support).
• Cycle to work scheme.
• Pension scheme (employer contribution matched up to 5%).