Customer Support Officer (Shift based)
Job Details
Full Job Description
Trust Payments have an exciting opportunity for a Service Desk Support Officer to join their team.
Location: Bromley, London (Hybrid/
Shift-based)
Salary: Competitive + Benefits
Service Desk Support Officer – The Role:
The Service Desk Support Officer will be part of the
Service Desk team and will provide first line support to our
customers, always practicing excellent customer service, via phone and
in writing.
Service Desk Support Officer – 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
Service Desk Support Officer – You:
- 1+ years in a similar customer service orientated
support role
- Strong customer orientation
- Experience of
working in an ITIL 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
-
Able to articulate technical explanations in a non-technical way
-
Strong communicator able to communicate confidently with all level of
colleagues within the business
- ITIL Foundation qualified
-
Understanding of Payment system capabilities and features
Services Desk Support Officer – Benefits:
- Opportunity to be part of a rapidly scaling and market leading Fintech business
- Flexible working
- 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
*Subject to local office benefits policy*
Application Process:
We acknowledge 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 dedicated to equal employment opportunity regardless of race, 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 to participate fully in our recruitment experience.
To submit your CV for this exciting Service Desk Support Officer opportunity, please click ‘Apply’ now!