Technical Support Officer

Trust Payments has an exciting opportunity for a **Technical Support Officer** to join the team.

Location: London

**Salary**: Competitive + Benefits

**About Us**:
Trust Payments is a global unified payment technology group formed in 2019 bringing technology and financial services into an omnichannel solution. The new business model has enabled Trust Payments to establish itself as a leading Fintech Payments group.

**Technical Support Officer**- The Role:
The Technical Support Officer will provide second-line support to our customers and partners. You will always practise excellent customer service, via multiple channels - with a particular ‘champion’ role to play regarding our new and growing product offeringin the retail space.

You will be responsible for initial investigation/resolution of technical issues, handling customer phone calls, integration tasks - and escalation to third line teams as required.

**Technical Support Officer**- Key Responsibilities:

- Assisting Trust Payment’s customers & partners in the technical operation of their till systems, banking, and merchant services accounts
- Assisting Trust Payment’s customers during the integration of their website and/or retail payments equipment / functionalities
- Dealing with customer escalations
- Record details of enquiries, comments and details of action taken via the Zendesk tool
- Liaising with banks and development partners
- Contribute to meetings with the Technical Support team as required (on-going issues, team huddles etc.)
- Keep the Technical Support management team updated on support issues, and request assistance where needed
- Contribute to the 24/7 support model on a rotational basis with the team
- Taking on ad-hoc tasks when required
- 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**:

- Experience
- Essential:

- 1+ years in a similar technical support orientated role
- Handling difficult situations over the phone with customers
- Managing a busy workload in a fast-paced environment
- Excellent typing skills and IT Skills including Microsoft Office (Excel, Word, and PowerPoint), Salesforce, DMS, Data handling and Record keeping
- Information gathering, Problem analysis and resolution
- Able to articulate technical explanations in a non-technical way
- Strong communicator able to communicate confidently with all levels of colleagues within the business
- Experience of working in an ITIL environment

**Technical Support Officer**:

- Experience
- Desirable:
Using Zendesk or similar ITSM tool

Support function within the retail industry and/or payment services

**Technical Support Officer** - Benefits:

- Opportunity to be part of a rapidly scaling and market-leading Fintech business
- Health and Wellbeing ethos
- 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