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Technical Support Specialist

2 months ago

Bournemouth Dorset, United Kingdom CRS Full time

Technical Support & Client Services Associate

Do you want to join an established and exciting fintech player with significant growth plans?

My client is a retail finance platform and credit brokerage providing services to UK merchants and lenders to enable them to offer point of sales finance as a payment option across all sales channels. They are looking for a smart, ambitious, and driven individual to join their team. The role of Technical Support & Client Services Associate reports directly to the Process Excellence Manager. This role is critical in providing support to partners, lenders, retailers and consumers.

To be successful you will be energised by the pace of the business, taking ownership of technical issues. Through effective triage of support issues and incidents you will work with the technical and product teams to solve issues raised by the business and partners.

You will have a strong ability to adapt quickly to changes in strategy and priorities whilst maintaining excellent internal and external relationships.

The role is shift based and will require additional support outside of hours in the event of serious incidents/complete outages occur. Out of hours work is compensated additionally to normal working shift hours

Key responsibilities for the Technical Support & Client Services Associate

  • Triage of technical support issues raised via the Client Services Team
  • Where possible, resolve issues or escalate to the relevant 2nd line support teams
  • Set up and attend all internal and external bridge, incident calls
  • Track incidents and provide regular updates to the Client Services Team to support external engaged
  • Keep all tickets raised up to date, with root cause and ensuring any long term resolutions are correctly logged and triaged
  • Provide internal and external root cause analysis and post mortems to key partners within agreed SLA’s
  • Provide monthly reporting and MI on incidents, support tickets and %uptime internally and externally
  • Provide additional cover across inbound emails, calls where needed in Client Services in the event of absence or busy period and incidents

Key skills for the Technical Support & Client Services Associate

  • 1 years experience in a software support role and be able to take an analytical approach to support issues
  • Have 1 years experience within a client facing environment
  • Experience with Datadog, Jira, Confluence (essential)
  • Ideal but not essential experience with Office 365, Zendesk, Hubspot
  • Able to demonstrate how you have applied critical thinking and analysis to resolve issues
  • Ability to manage multiple workloads with time critical delivery
  • Must have an interest in IT and client management
  • Good communication skills

Benefits for the Technical Support & Client Services Associate

  • Company bonus scheme
  • Medical Cash plan
  • Pension - up to 8 % and matched 8% by company
  • 2 x Life Assurance
  • Income protection up to 50% for 3 years
  • Cycle to work scheme