Customer Support Representative
4 days ago
Trust Payments have an exciting opportunity for a **Service Desk Support Officer (Banking Specialist) **to join the team.
Location: Bromley
**Salary**: Competitive + Benefits
**About Us**:
Trust Payments is a global unified payment technology group that was formed in 2019 bringing together technology and financial services into an omnichannel solution. The new business model has enabled Trust Payments to establish itself as a leading FintechPayments group.
**Service Desk Support Officer (Banking Specialist) - **The Role:
The Service Desk Support Officer (Banking Specialist) will be part of the Service Desk team and will provide first-line support to our customers. You will practise excellent customer service at all times, via multiple channels - with a particular ‘champion’role to play in regards to our new and growing portfolio of banking products.
The Service Desk team is the first line of support for customers to the business. It is responsible for resolving first line issues, handling customer phone calls, initial investigation/resolution of issues and escalation to second / third-line teams asrequired. It is also responsible for handling administrative tasks, such as account admin and billing.
**Service Desk Support Officer (Banking Specialist)**
- Responding to support cases in the Zendesk tool and on phone calls as required
- Being an expert in our banking products and playing a ‘champion’ role within the teams
- Assisting Trust Payment’s customers in the operation of their banking and merchant services accounts
- Assisting Trust Payment’s customers during the integration of their website to our payment functionality
- Record details of enquiries, comments and details of action taken via the Zendesk tool
- Updating Jira with bug reports and feature requests
- Dealing with customer escalations
- Tracking Jira tickets escalated to development and updating them where necessary
- Liaising with Acquirers when the Development team require information or when new products or requirements are launched
- Contribute to meetings with the Service Desk team as required (on-going issues, team huddles etc.)
- Keep the Service Desk Senior and Service Desk Lead updated on support issues, and request assistance where needed
- Contribute to the 24/7 support model on a rotational basis with the team
**Service Desk Support Officer (Banking Specialist) - **You:
Essential:
- Loves dealing with customers and committed to delivering the best customer experience possible
- Strong customer orientation
- 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
- Managing a busy workload in a fast-paced environment
- Experience of using Zendesk or similar ITSM tool
- Excellent typing skills and IT Skills including Microsoft Office (Excel, Word and PowerPoint),
- Salesforce, DMS, Data handling and Recordkeeping
Problem analysis and resolution
- Information gathering
- Able to articulate technical explanations in a non-technical way
- Strong communicator able to communicate confidently with all levels of colleagues within the business - including providing coaching, training and support around our banking product set
- 1+ years in a similar customer service orientated support role within a banking product/service environment
- Experience of working in an ITIL environment
- Handling difficult situations over the phone with customers
Desirable:
- ITIL Foundation qualified
- Understanding of Payment system capabilities and features
- Experience of working for a Payments or Fintech company
**Service Desk Support Officer (Banking Specialist) - **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 supported by internally qualified mental health first aiders
- Family-friendly enhanced benefits/policies
- Pension, Healthcare, Life Assurance
- Social events and team building
- Celebrations
To submit your CV for this exciting **Service Desk Support Officer (Banking Specialist) **opportunity, please press ‘Apply’ now.
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