Customer Support Agent

Trust Payments have an exciting opportunity for a **Customer Support Agent** to join their team.

Location: London

**Salary**: Competitive + Benefits

**Job Type**: Hybrid

**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.

**Customer Support Agent** - The Role:
The Customer Support Agent will be part of the Service Desk team and will provide first line support to our customers, practising excellent customer service at all times, via phone and in writing.

**Customer Support Agent** - Key Responsibilities:

- Responding to support cases in the Zendesk tool and phone calls as required
- Assisting Trust Payment’s customers during the integration of their website to our payment functionality
- Manage customers' accounts
- Record details of inquiries, comments and details of action taken via the Zendesk tool
- Updating Jira with bug reports and feature requests
- Dealing with customer escalations
- Tracking Jira tickets escalated to development and updating them where necessary
- Liaising with Acquirers when the Development team require information or when new products or requirements are launched
- Contribute to meetings with the Service Desk team as required (on-going issues, team huddles etc.)
- Keep the Service Desk Senior and Service Desk Lead 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.

**Customer Support Agent** - You:

- 1+ years in a similar customer service orientated support role
- Strong customer orientation
- Experience of working in an ITIL environment
- Handling difficult situations over the phone with customers
- Managing a busy workload in a fast-paced environment
- Experience of using Zendesk or similar ITSM tool
- Excellent typing skills and IT Skills including Microsoft Office (Excel, Word and PowerPoint), Salesforce, DMS, Data handling and Record keeping
- Problem analysis and resolution
- Information gathering
- Able to articulate technical explanations in a non-technical way
- Strong communicator able to communicate confidently with all level of colleagues within the business
- Experience of working for a Payments or Fintech company
- ITIL Foundation qualified
- Understanding of Payment system capabilities and features
- Loves dealing with customers and committed to delivering the best customer experience possible
- Ability to build strong relationships with customers
- Shows empathy towards customers
- Able to demonstrate appropriate business acumen
- Utilises effective problem-solving techniques during stressful situations
- Able to adapt in a fast-paced environment
- The ability to prioritise own workload
- Works well under pressure and to tight timescales
- Excellent team player with the skills and ability to build strong relationships with the team and stakeholders within the business at all levels

**Customer Support Agent** - 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
- Social events and team building
- Celebrations

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 **Customer Support Agent** opportunity, please click ‘Apply’ now