Technical Support Specialist

1 month ago

Milton Keynes, United Kingdom Snap Finance UK Full time

JOIN A COMPANY WHO LOOK TO CREATE THE IMPOSSIBLE & LOVE TO GET STUFF DONE


Position: Technical Support

Department/Group: Commercial

Reporting to: Head of Digital & E-commerce

Location: Crownhill, Milton Keynes/ Hybrid Working (Flexible is who we are but we would expect this person to travel into our offices at least 2 – 3 days per week)

Working Hours: Monday – Thursday - 8:30 am – 5:30 pm – Friday Early Finish Friday from 2pm (37.5 hour working week)


Are you a motivated, organised individual seeking a challenging and rewarding opportunity in a fast-paced environment? Would you enjoy being part of a fast-growing business with a dedicated team who love to get stuff done, obsess over customers, empower others and love to create the impossible? If this sounds like you and you’re looking for a change, then we may have just the opportunity for you.


Snap Finance is a rapidly growing FinTech company focused on digital disruption in the financial services industry. Our proprietary technology platform and decisioning algorithms are changing the face and pace of consumer retail finance, especially for customers traditionally excluded from Point of Sale (PoS) Finance. Snap has a strong, supportive culture and is dedicated to its customers, retail partners, and people who are at the heart of our business.


As a Technical Support team member, your primary role entails collaborating with clients to seamlessly integrate finance modules onto their webstores. Your expertise will shine as you address client inquiries and concerns. Acting as the linchpin between clients and our development team, you'll effectively troubleshoot and resolve issues, ensuring smooth sailing for our retail partners. Additionally, you'll play a key role in assisting and completing integrations when the need arises.


The role and responsibilities include:

  • Assist clients in solving queries via email and phone.
  • Carry out integration work on client webstores.
  • Daily monitoring – Identifying, resolving and escalating issues by checking our system’s logs.
  • Manage and prioritise multiple incidents, having strong awareness of volume and ticket churn: Including appropriate escalation as required to 3rd line or team lead.
  • Deliver first class client service leading to the highest levels of client satisfaction to resolve queries and achieve a positive result.
  • Maintain internal ticketing information to reflect full client interaction history.
  • and forward action plans if not resolved.
  • Configure and maintain clients’ accounts on our primary system.


To be successful in the role of Technical Support we require the following skills and experience:

  • Experience in a software support role within a 2nd line support ticket environment.
  • Experience within a client facing environment dealing with clients.
  • Excellent interpersonal skills able to develop and maintain rapport, empathy and relationships with clients externally and internally.
  • Exceptional communication skills (Telephone, Face to Face, and Written).
  • Knowledge of HTML.
  • Knowledge of JavaScript.
  • Website development knowledge.
  • Ecommerce platforms experience (Shopify, WooCommerce, Magento, Wordpress, BigCommerce).
  • Website theme template knowledge.


As a new family member to Snap, you will receive and have access to a variety of our great benefits, which could include: 26 days’ annual leave, additional annual leave scheme, a day off for your birthday, annual leave purchase, pension scheme, life assurance, gym discount, enhanced mat/pat leave, cycle2work scheme, discretionary bonus, access to our Snap Perks platform and Free access to our Employee Assistant Programme (EAP). Subject to terms and conditions agreed within the contract.


If you feel as though you meet our requirements and are looking for your next challenge, then simply press ‘APPLY’ and upload your up-to-date CV and covering letter for the position.


Snap Finance is required to comply with UK Government standards when carrying out pre-employment checks for all new starters; this includes a basic criminal record check and a credit check.


Due to the high volume of applications, if you do not hear from us within 15 days then take it that on this occasion you have not been successful.

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