Technical Support Specialist

2 weeks ago

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

As a Junior 2nd Line Support Analyst at PXP Financial, you will play a vital role in providing technical support to our customers and internal teams. Your primary responsibilities will include conducting technical investigations, reviewing and resolving customer requests, creating and maintaining environments to replicate customer scenarios, and communicating clear and concise resolutions to internal and external stakeholders.

Key Responsibilities:
  • Conduct technical investigations on behalf of other business departments
  • Review and resolve customer requests related to payment processes
  • Create and maintain environments to replicate customer scenarios
  • Communicate clear and concise resolutions to internal and external stakeholders
  • Trigger escalations to 3rd line Tech Ops Teams in accordance with escalation guidelines and requirements
  • Raise bug fixes and product enhancements with PXP Development Teams
  • Manage customer projects while organizing and coordinating resources with other Support teams
  • Monitor application rollouts, support compliance updates, and monitor payment process success rates
  • Proactively seek and absorb knowledge of new PXP products, features, and services to meet or exceed strategic objectives for Support
  • Analyze ticket trends and alerts to identify root cause fixes
  • Provide out-of-hours on-call support for technical escalations, priority incidents, and performance issues
  • Ensure all incidents are dealt with in a professional and courteous manner, aiming for prompt and efficient resolution
  • Provide flexible support in line with business requirements
  • Ensure PXP Incident Management procedures are explicitly followed
  • Occasionally attend customer sites for technical escalations and engineering cover

Requirements:
  • Take responsibility for tasks and act on own initiative to complete objectives
  • Be customer and service-focused
  • Possess excellent verbal and written communication skills
  • Be able to multitask and prioritize workload
  • Demonstrate ability to improve processes and propose new product improvements
  • Have a driven and helpful attitude towards work and colleagues
  • Possess confidence when dealing with internal and external colleagues, partners, and customers
  • Be able to handle pressure in a calm and professional manner
  • Possess excellent organization and planning skills

Desirable Qualifications:
  • 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 for 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 three days home working.

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