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Junior Support Specialist

2 months ago

Stanstead Abbotts, Hertfordshire, United Kingdom PXP Financial Full time
Job Description

Working Model: Hybrid Working.

Employment Status: Full-time, Permanent.

Working Hours: Monday to Friday, 9:00am – 5:00pm. Out of Hours standby duty to support system incidents will also be required. This is 1 week rotated amongst team members.

Office Location: Stansted Abbotts, England.

Reporting to: 2nd line Support Team Lead

Key Responsibilities:
  • Providing 2nd line support to PXP customers and support teams for problems, incidents, and projects.
  • Conducting technical investigations on behalf of other business departments.
  • Reviewing, qualifying, and resolving customer requests related to payment processes.
  • Creating, configuring, and maintaining environments to replicate customer scenarios.
  • Communicating a clear and concise resolution to internal and external stakeholders.
  • Triggering escalations to 3rd line Tech Ops Teams in accordance with escalation guidelines and requirements.
  • Raising bug fixes and product enhancements with PXP Development Teams.
  • Managing Customer projects while organizing and coordinating resources with other Support teams regarding:
  • Regression (test environment) support.
  • Monitoring application rollouts.
  • Supporting compliance updates.
  • Monitoring payment process success rate.
  • Proactively seeking and absorbing knowledge of new PXP products, features, and services to meet or exceed strategic objectives for Support.
  • Analyzing ticket trends and alerts to identify root cause fixes.
  • Providing an out of hours on call support function for technical escalations, priority incidents, and performance issues.
  • Ensuring all incidents are dealt with in a professional and courteous manner with the aim of finding resolution to problems in a prompt and efficient manner, achieving high turnaround.
  • Providing flexible support in line with business requirements.
  • Ensuring that PXP Incident Management procedures are explicitly followed.
  • On occasion, attending customer's site for technical escalations and engineering cover.
Requirements:
  • Ability to take responsibility for a task and act on own initiative to complete any given objective.
  • Customer and service focused.
  • Excellent verbal and written communication skills.
  • Ability to multitask and prioritize workload.
  • Ability to improve processes and propose new product improvements.
  • Driven and helpful attitude towards work and colleagues.
  • Confidence when dealing with internal and external colleagues, partners, and customers.
  • Ability to handle pressure in a calm and professional manner, in any situation.
  • Excellent organization and planning skills.
Desirable:
  • Fintech or payments industry knowledge or experience.
  • Tech-savvy.
  • Multi-lingual.
  • A full UK driving license and access to a vehicle.
About Us

PXP Financial is a well-established and respected name within the card payment industry. We boast an impressive and diverse client database across the globe and have over 30 years of experience within the payments space. Our people are employed across our regional offices located in the UK, Austria, Bulgaria, India, and the US. PXP are a leading payment provider with a reputation of a reliable payment and acquiring platform as well as offering operational excellence and best in class service for all of our clients. We strongly believe these are fundamental values which contribute to our customers' success because for our clients, regardless of sector, taking payment is one of the most important parts of their business. The UK office is open daily, has free onsite parking, and is ideally placed within a 5-minute walk from the train station located in a small and friendly village. We listened to our employees and now offer a fantastic hybrid working option, with a minimum two days in the office and optional 3 days home working.