Customer Support Associate

Full Time
April 20, 2020

The Role

Working within our Customer Success Team in Edinburgh for our DirectID and current legacy products, you will be an integral part of DirectID as we strive to help our customers achieve their goals.

You will be the first line of support for our business customers from onboarding, through launch and during their journey with DirectID. Our customers need a safe pair of hands that they can trust to pick up their questions and find them the answers they want in a short period of time. In some cases, that will require getting assistance from our internal Development team. The role requires someone who has a passion for helping people, creative thinking, the ability to forecast what customers might be looking for and a strong desire to learn about the product.

Role Responsibilities

  • On-boarding customers to DirectID products with the support of the wider Customer Success and Account Management team
  • Speaking with key business customers (generally by telephone and email) as you help them onboard with DirectID
  • Supporting the response to all customer questions, within the agreed timescales set out within our SLA's
  • Assist with customer communications during the course of major incidents
  • Working with the Development Team to resolve customer issues
  • Working with the Product team to share customer feedback and feature requests
  • Tracking maintenance schedules for data suppliers
  • Assisting development team in building documentation for customers
  • Carrying out all Change Management requests to current customers set up
  • Operations & Service Monitoring to provide early analysis of problems
  • Technical Support (helping customers to integrate with DirectID and liaising with Engineering resources)


  • Great attention to detail
  • Focuses on priorities to drive business performance
  • Communicates with colleagues effectively by listening and sharing information
  • Consults and briefs others regularly, ensuring full understanding is achieved
  • Handles difficult situations confidently and removes restrictions to communication
  • Seeks feedback to enable setting of high standards
  • Commitment to team initiatives and goals
  • Plays a positive role within the team
  • Promotes cross departmental relations
  • Seeks appropriate guidance when required
  • When considering business challenges, thinks through options thoroughly and is open to flexible solutions
  • Demonstrates continuous improvement
  • Adapts with change to working practices
  • Energetic and passionate contributor

We offer

  • A great team and challenging problems to solve
  • We're a growing company so your contributions will be valued and have a big impact
  • Competitive Salary
  • Cycle to work scheme
  • Pension
  • Mentoring and training
  • Paid certification exams and subscriptions to Safari Books Online, PuralSight and others.
  • Friday afternoon training time and social events
  • Monthly social activities like paintballing and chocolate tasting
  • A great office and working environment - there's a pool table!

Join The Team Today

If you are up for the challenge please get in touch. Use the form to send us your details along with your cv/portfolio to show us how you would be able to contribute to our team.

You can also reach us at

Careers At DirectID

This is no ordinary team hired to fill a seats. We have assembled a world leading team to build products at the bleeding edge of the financial revolution – and we’re winning.
Want to join us?

Learn more about Careers at DirectID