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Technical Support Specialist

2 months ago

London, UK, United Kingdom APEXX Global Full time

OVERVIEW

Due to continued growth, we are looking for a Technical Support Specialist to join our UK team. Our successful candidate is someone who can hit the ground running and use their technical knowledge to resolve our merchants’ issues quickly while adhering to the best standards of service.


We are looking for someone who is excited about being part of a fintech scale up company, that’s making a positive mark in the payments industry. The ideal candidate will have strong technical knowledge, great communication skills, and have excellent attention to detail.


This role will suit someone who has previously worked in Technical or App support role, and is looking for the next opportunity to learn and grow.


ABOUT YOU

  • Aspire to grow. Grow your knowledge and inspire your team, but also other teams to contribute to our goals
  • Curious with a desire to learn. Understand our technical ecosystem and bring new ideas of how we can improve the support function and the Operations team at large.
  • Strong written and communication skills. Ability to communicate externally with our merchants in a clear and concise manner, and internally with the various teams involved.
  • Calm and measured. Ability to work under pressure to resolve incidents and liaise with the relevant teams or partners to meet merchant SLAs.
  • Technically-savvy. Ability to perform a thorough first-line investigation to identify technical problemsKeen eye for detail. Detail orientated with excellent problem solving, analytical and organisational skills.


DESIRED BEHAVIORS & COMPETENCE

  • Experience in a technical department, preferably in a startup / tech environment (at least one year as a Technical Support Engineer or equivalent).
  • Experience working with APIs.
  • Experienced user of Freshdesk or similar ticketing systems, as well as the Atlassian suite (Jira, Confluence etc.)
  • Basic to intermediate SQL skills (MySQL, Snowflake, Postgres).
  • Experience in any of the following an advantage: Postman, Excel, Kibana, Grafana.
  • Highly numerate, well-organised, and with high attention to detail.
  • Great teamwork and collaboration is key.
  • Remains calm in incident/crisis situations.
  • Ability to multitask and prioritise your workload with a strong sense of urgency and efficiency in order to bring timely resolution to client service requests.
  • Deadline-oriented and an ability to stick to SLAs.


RESPONSIBILITIES

The Technical Support Specialist will be reporting to the Head of Support and the key tasks include, but not limited to:

  • Provide excellent support to merchant issues and queries, and follow the issue through to resolution.
  • Perform the first-line investigation on all technical queries using the tools and systems available to the Support team as well as your own technical knowledge.
  • Identify issues and liaise with the L2 technical teams for further investigation and resolution, or escalate issues to third-party partners.
  • Contribute to the documentation effort to build a comprehensive knowledge base for internal and external use.
  • Work closely with internal teams including Product, Implementation, and Tech.
  • Coordinate the incident management responses, including liaising with the technical team, providing internal updates, handling external communications for affected merchants, providing the RCA and documenting any new learnings.


PERKS & BENEFITS

Aside from the opportunity to work for a tech-scale up, having great responsibility and varied tasks every day, other benefits includes:

Health: AXA Medical cover, Pension scheme with Scottish Widows offering salary exchange, Life Insurance 4x salary & 5 years' salary protection for critical illness, we care package with access to 24 hour GP's globally, Enhanced Adoption, Maternity & Paternity Leave

Enrichment: Learning and development training, with a £300 yearly budget, to strengthen your career and progression, leadership in house training and monthly lunch and learn, where you eat lunch and learn with our guest presenter.

Holiday: 25 days holiday plus bank holidays. We love birthdays - additional paid holiday for your birthday (26 days). Holiday increases a day each year after 3 years with APEXX and have the option to carry 5 days holiday over to the following year.

Work: Flexi hours with the opportunity to hot desk from three of our global offices. Our HQ is in the popular Fintech hub of Farringdon, London, option of working 2 weeks a month abroad You are additionally provided with learning programs, a laptop and home equipment if required.

Social: Monthly team outings & incentives. Some of our recent ones include: Break Out Rooms, Soapbox Derby, APEXX Quizzes, Wine Tasting, Afternoon Tea's, Golf Tournaments.


ABOUT APEXX

APEXX is a dynamic Fintech scale-up founded in 2016 with the goal of creating cutting-edge payment technology. Our vision is to be the payment industry's most merchant-centric provider. Through our platform a merchant can connect via a simple API connection to the world's payment ecosystem, increasing conversion at lower cost and satisfying their entire payments needs. We excel at bringing transparency, efficiency, and competition to the payments market. What's more, we won the 'Most Disruptive Payment Technology' award in 2018 for the second consecutive year. No other company has ever retained this award and it demonstrates that APEXX is at the forefront of what can be achieved in Payments Technology.


Apexx is an equal opportunities employer committed to encouraging equality, diversity, and inclusion among our employees and eliminating discrimination.


Recruitment agencies, please note: We do not accept speculative CVs or candidate profiles. Any unsolicited profiles sent to APEXX employees will be disregarded.