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Technical Support Officer

2 weeks ago

Bromley, United Kingdom Trust Payments Full time

Trust Payments have an exciting opportunity for a **Technical Support Officer** 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.

**Technical Support Officer - **The Role:
Offering Support to Trust Payments’ customer base with regards to integrating their websites to the payment platform.

**Technical Support Officer **- Key Responsibilities:

- Assisting Trust Payment’s customers during the integration of their website to our payment functionality
**- 2nd line support for incoming customer enquiries, such as**:

- Record details of inquiries, comments and details of action taken via the Zendesk system
- Investigating Technical Issues
- Attending integration calls with merchants
- Dealing with internal stakeholders
- Running incident management and investigating system (on call) issues
**- Out of hours support on a rotational basis with the team**:

- Manage incidents
- React to system alerts
- Notify internal stakeholders of issues
- Manage customer communications
**- Manage customer onboarding queue**
- Configuration and delivery of details
- Changing and amending site settings
- Application and testing of Merchant Details
- Liaising with internal and external customers
- Acquiring Banks
- Development partners
- **Take ownership of any issues / queries, following up with internal / external customer to confirm satisfactory resolution within SLA**
- VIP Partners
- Internal Stakeholders
- Incident Management
**- Shift Work**
- Early shift - 6:30 - 14:30
- Day shift - 9:00 - 17:00
- Late shift - 14:00 - 22:00
- Regular review meetings with the Customer Support Manager
- Comply with all legislation and codes of practice appropriate to the role
- Comply with the Health and Safety at work Act (1974) and relevant directives in all activities
- Compliance on all relevant aspects of the Data Protection Act as appropriate to the role

**Technical Support Officer - **You:

- Strong customer orientation
- Ability to communicate at both high and detailed levels
- Computer literacy, Microsoft Office, Zendesk, Salesforce, Document Management System (DMS), Data handling, record keeping
- Similar role in a service orientated company
**- Web Technologies Knowledge desirable**:

- Java Script / JSON
- PHP
- HTML
- XML
- Strong analytical skills
- Ability to always perform the role of a good ambassador for the organisation
- Good listener: listens and is aware of other peoples’ point of view
- Self-motivated; ability of individual to work without close supervision and address problems in a collaborative environment
- Ability to work as part of a close team
- Ability to identify and contribute to opportunities/solutions for the company in a collaborative environment
- Ability to work under pressure

**Technical Support Officer - **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

We understand the value that a diverse and inclusive working environment brings to Trust Payments. We celebrate the differences that people can bring through their cultures, backgrounds and perspectives. We are committed to equal employment opportunity regardlessof race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other protected characteristic.

During the recruitment process we welcome you to inform us confidentially of any special adjustments required in order to participate fully in our recruitment experience.

To submit your CV for this exciting **Technical Support Officer **opportunity, please click ‘Apply’ now