Technical Support

3 weeks ago

Bournemouth, United Kingdom Deko Full time

Join an established and exciting fintech player with significant growth plans.

Imegamedia is a part of the Deko group. Deko 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. Our success has stemmed from a history of innovation and developing long-term, strategic lending partnerships.

As Technical Support, your role will be to work with clients to help integrate finance modules onto their webstores, and to understand any questions or concerns clients may have.

Your particular focus will be on working with our clients as a point of support resolving client issues liaising with our developers as needed to resolve. You will also work with our integration team to assist with / complete integrations where necessary. You will work in a timely manner, have the ability to prioritise and have a strong awareness of client update timelines.

Technical Support Analysts should be enthusiastic, creative and motivated team players who will also have the opportunity to be involved in developing strategies to improve our client support.
- 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

**Requirements**:

- Minimum 5 GCSE including Maths & English at B or above.
- Graduate with a minimum of 1 years work experience.
- 1 years’ experience in a software support role within a 2nd line support ticket environment.
- 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
- Excellent interpersonal skills able to develop and maintain rapport, empathy and relationships with clients externally and internally.
- Have 1 years’ experience within a client facing environment dealing with client
- Easy access to the Imegamedia office based in Bournemouth

**Benefits**
- Company bonus scheme
- 25 days annual holiday
- Day off for your birthday
- An additional holiday day after 2 years of service
- A further annual holiday day after 4 years of service
- Medical cash plan
- 2x salary life assurance
- Maternity leave 3 months full pay
- Paternity leave 2 weeks full pay
- Matched pension contribution of 5% salary up to a certain salary threshold with a minimum employee contribution of 3%
- Perkbox
- Learnerbly learning budget
- Work socials
- Team building activities

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