Loan Support Analyst Sr. supporting commercial real estate loan servicing at PNC. Analyzing and interpreting loan documents with compliance in a structured environment.
About the role
- Customer Experience Agent providing technical support and service assistance. Collaborating with teams to enhance customer satisfaction and engagement through proactive communication.
Responsibilities
- Be the first point of contact for customer and partner queries across chat, email, phone, and video.
- Provide technical support for Windows, macOS, and mobile systems, including software installations, CE+ processes, and troubleshooting.
- Host support and enablement calls via Google Meet, Teams, or phone, helping users navigate setup, issues, or certification.
- Escalate complex or unresolved issues to more senior members of support while maintaining full visibility and communication with the customer.
- Ensure every customer interaction is empathetic, professional, and outcome-driven.
- Guide users through key lifecycle moments—onboarding, certification, renewals, with clarity and ownership.
- Proactively identify customers at risk (e.g., low engagement, recurring issues) and escalate to the appropriate internal teams.
- Respond to cancellation or downgrade requests with care, flagging for retention opportunities and assisting Customer Success Managers in follow-up.
- Write and maintain clear, user-friendly help guides, how-tos, and FAQs to reduce support friction.
- Contribute to internal knowledge bases and playbooks to promote consistent, high-quality support across the team.
- Ensure all case records in the CRM are updated with accurate tags, classifications, and customer context.
- Capture and share customer feedback, usage trends, and product friction points with CX and Product teams.
- Collaborate in team retros, QA sessions, and process improvement initiatives.
- Support Voice of the Customer activities, CSAT/NPS feedback loops, and churn pattern analysis.
- Partner with Customer Success and Account Managers to align on high-priority accounts and deliver a joined-up experience.
- Assist in managing Cyber Essentials Plus audit-related support, customer walkthroughs, and software submissions.
- Support marketing or product enablement efforts by surfacing customer insights, blockers, and usability trends.
Requirements
- Experience in a technical support or service desk environment (1 - 2 years minimum).
- Strong understanding of Windows, Mac, and mobile operating systems; familiarity with virtual machines and basic networking.
- Empathy, emotional intelligence, and outstanding written and verbal communication skills.
- Experience managing live chat, phone, and video support with professionalism and clarity.
- Customer-first mindset with a proven ability to manage high-pressure interactions calmly and constructively.
- Knowledge of security certifications like Cyber Essentials or experience supporting CE+ audits is a bonus.
- CRM or helpdesk experience (e.g., Zendesk, Salesforce, HubSpot).
Benefits
- A competitive salary
- Flexible working hours and a remote-first working environment (in-person collaboration sessions will be required from time to time and will be fully expensed)
- 25 days of annual leave plus public holidays
- 1-day additional leave for every full year of employment to a maximum of 5 additional days
- Your birthday as a free holiday day
- Access to our Employee Equity Scheme
- Private health care upon successful completion of probation
- Annual learning and development grant of £2,500
- £500 Personal Growth grant to spend at your discretion
- Access to Spill, our mental health and wellbeing support network
- Regular team breakfasts and lunches
- A vibrant and supportive team culture
- A beautiful workspace in Shoreditch, designed with natural light, lush plants, and complimentary high-quality tea and coffee
- The necessary technology, including a MacBook and additional equipment, to create an optimal home working environment and enable you to excel in your role, including a £250 yearly office equipment/maintenance grant
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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