Technical Support Officer

Job type: Full-time

Trust Payments has an exciting opportunity for a Technical Support Officer to join their team.

Location: Bournemouth, UK

Salary: Competitive + Benefits

Job Type: Permanent, Full-Time

About Us:

Trust Payments is a global unified payment technology group that was formed in 2019 combining technology and financial services into an omnichannel solution. The new business model has enabled Trust Payments to establish itself as a leading Fintech Payments group.

Technical Support Officer – The Role:

The Technical Support Officer will provide second-line assistance to our customers and partners.  You will always practise excellent customer service, via multiple channels – with a particular ‘champion’ role to play regarding our new and growing product offering in the retail space. You will be accountable for initial investigation / resolution of technical issues, handling customer phone calls, integration tasks - and escalation to third line teams as required

Technical Support Officer – Key Responsibilities:

- Managing support cases in the Zendesk tool – both from email and phone

- Assisting Trust Payment’s customers & partners in the technical operation of their till systems, banking, and merchant services accounts

- Assisting Trust Payment’s customers during the integration of their website and/or retail payments equipment / functionalities

- Dealing with customer escalations

- Record details of enquiries, comments and details of action taken via the Zendesk tool

- Liaising with banks and development partners

- Contribute to meetings with the Technical Support team as required (on-going issues, team huddles)

- Keep the Technical Support management team updated on support issues, and request assistance where needed

- Contribute to the 24/7 support model on a rotational basis with the team

- Taking on ad-hoc tasks when required

- Comply with all legislation and codes of practice appropriate to the role

- Comply with the Health and Safety at work Act (1974) and relevant directives in all activities.

Technical Support Officer – Experience & Qualifications:

Essential:

- 1+ years in a similar technical assistance orientated role

- Dealing with customers on the phone and via email

- Handling difficult situations over the phone with customers

- Managing a busy workload in a fast-paced environment

- Excellent typing skills and IT Skills including Microsoft Office (Excel, Word, and PowerPoint), Salesforce, DMS, Data handling and Record keeping

- Information gathering, problem analysis and resolution

- Able to articulate technical explanations in a non-technical way

- Strong communicator able to communicate confidently with all levels of colleagues within the business

- Experience of working in an ITIL environment

Desirable:

- Using Zendesk or similar ITSM tool

- Assist function within the retail industry and/or payment services

Technical Support Officer – Key Skills:

Essential:

- Loves dealing with customers and is dedicated to delivering the best customer experience possible

- Ability to build strong relationships with customers

- Shows empathy towards customers

- Able to demonstrate appropriate business acumen

- Utilises effective problem-solving techniques during stressful situations

- Able to adapt in a fast-paced environment

- The ability to prioritise own workload

- Works well under pressure and to tight timescales

- Excellent team player with the skills and ability to build strong relationships with the team and stakeholders within the business at all levels

- Ability to work unsupervised in an efficient manner applying integrity with discretion in dealing with customers

- Ability to identify and contribute to opportunities/solutions for the company in a collaborative environment

Desirable:

- ITIL Foundation qualified

- Javascript and/or PHP

- Awareness of Payment system capabilities and features

Technical Support Officer – Benefits:

- Opportunity to be part of a rapidly scaling and market-leading Fintech business

- Health and Wellbeing ethos including regular wellness sessions, fitness and nutrition and other events as well as internally qualified mental health first aiders

- Family-friendly enhanced benefits/policies

- Pension, Healthcare, Life Assurance

- Social events and team building

We acknowledge the value that a diverse and inclusive working environment brings to Trust Payments. We celebrate the differences that people can bring through their cultures, backgrounds, and perspectives.

We are dedicated to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other protected characteristic.

During the recruitment process we welcome you to inform us confidentially of any special adjustments required to participate fully in our recruitment experience.

To submit your CV for this exciting Technical Support Officer opportunity, please click ‘Apply’ now

Apply for this job