About Us 

Fenergo is the leading provider of Client Lifecycle Management (CLM) solutions that digitally transform how financial institutions, asset management and fintech firms onboard and manage clients throughout their client lifecycle.  

Its software digitally orchestrates every client journey from initial Know your Customer (KYC) and client onboarding, automating regulatory compliance and enabling continuous monitoring throughout the client lifecycle (transaction monitoring, perpetual KYC), all the way to client offboarding.  

Fenergo is recognized for its in-depth financial services and regulatory expertise and out-of-the-box rules engine which ensures financial institutions are future-proofed against evolving Environmental, Social and Governance (ESG), KYC, Anti-Money-Laundering (AML), tax and prudential regulations across 120+ jurisdictions. Headquartered in Dublin, Ireland, Fenergo has offices in North America, the UK, Poland, Spain, South Africa, Asia Pacific, and the United Arab Emirates. 

What Does This Role Entail? 

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. The ideal candidate should have strong problem-solving skills, technical knowledge, and a customer-centric approach.

Your Responsibilities  

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.

Key Expectations 

Required:  

• 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.

Preferred:  

• 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.

Educational Background:  

• High School Diploma or equivalent; Associate’s Degree in Information Technology or related field is a plus.

Our Promise To You  

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.   

What we value is at the CORE of how we succeed: 

• Collaboration: Working together to achieve our best 

• Outcomes: Drive Success in every engagement  

• Respect: A collective feeling of inclusion and belonging 

• Excellence: Continuously raising the bar 

• Private healthcare cover 

• 23 days annual leave 

• 3 company days 

• Annual bonus opportunity 

• Work From Home set-up allowance 

• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management 

• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more 

• Buddy system for all new starters 

• Collaborative working environment 

• Extensive training programs, classroom and online, through ‘Fenergo University’ 

• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies 

• Defined training and role tracking to allow you see and assess your own career development and progress. 

• Active sports and social club 

We are looking for a Customer Care Specialist to join our team. 
A Customer Care Specialist's role is to protect the financial wellbeing of our client's customers and minimise fraud losses. 

Customer Care Specialists achieve this by providing exceptional customer service when interacting with our client's customers through inbound and outbound phone calls as well as ensuring all alerts and necessary escalations of potential fraud cases are completed in a timely manner.

About the Role:

• Handle customer interactions via inbound and outbound calls, ensuring excellent customer service.
• Accurately and timely complete outputs from fraud detection systems, addressing all alerts and fraud cases as needed.
• Liaise with merchants, Visa, and internal departments to assist in the mitigation of fraud
• Proactively analyse transactional data to identify fraud trends and risks.

At the core of the role is fantastic service, and a drive, desire and passion to create amazing outcomes for our customers. The Service Desk Support Team is the first touchpoint for all Technology related calls and tickets. Reporting to the Service Desk Team Leads, your ability to work under pressure, troubleshoot and diagnose issues coupled with great communication will be key to your success.

Key Duties

• Ensure all calls are answered within a specified period
• Provide a first-class service through to resolution within agreed SLAs
• Document and maintain accurate records of support activities and troubleshooting
• Assist in investigating, analysing and resolving hardware problems including performing hardware repairs, maintenance, technical assistance and support on all computing equipment and peripherals
• Carry out activities related to user account management such as creating, changing and deleting user accounts
• Troubleshoot and resolve issues related to network and printers
• Provide remote and on-site support as required by the business

As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will: 

• Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
• Work with consumers and financial firms to gather information and understand the core issues
• Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficiently
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.

The kind of complaints you would review will be across:

• Domestic Insurance such as home and contents for car insurance
• Travel or ticket insurance
• Pet insurance
• Sickness or accident insurance
• Strata title insurance
• Small business insurances including farm insurance

As a Senior Dispute Resolution Specialist in General Insurance, you will leverage your expertise in negotiation, conciliation, and case work investigation to ensure fair and efficient resolution of financial complaints. Working alongside a dedicated team, you will review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm. Your objective will be to impartially negotiate fair outcomes, ensuring that all parties involved in the general insurance industry are satisfied with the resolution.

In this role, you will have the opportunity to:

• Review and investigate complaints from consumers and small businesses
• Gather information and understand the core issues of the complaints
• Determine key issues and gather further information from complainants and third parties
• Apply AFCA complaint resolution criteria and relevant legal principles to resolve complaints fairly and efficiently
• Mentor and provide guidance to staff members in complaint resolution and casework management, ensuring consistent high-quality service.

The kind of complaints you would review will be across:

• Domestic Insurance such as home and contents for car insurance
• Travel or ticket insurance
• Pet insurance
• Sickness or accident insurance
• Strata title insurance
• Small business insurances including farm insurance