Customer Support Technical Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee customer inquiries from the initial contact to resolution, ensuring prompt communication, precise case management, and a consistently high level of customer service.

• Investigate and resolve service calls and incidents, documenting the actions taken and solutions identified to support training and the ongoing enhancement of our processes and products.

• Collaborate closely with the Development and QA teams to investigate and resolve software defects, offering feedback and suggestions for improvement.

• Assume responsibility for your own workload while remaining flexible to assist colleagues with theirs when necessary.

• Promote continuous improvement by identifying opportunities to enhance products, services, and operational methods; provide customer feedback on product usability and functionality; and contribute to knowledge management, root cause analysis, and the integration of AI-enabled service delivery.

• Offer out-of-hours customer support as needed and as previously agreed.

• Help create and maintain both internal and external collateral, including knowledge base articles, videos, and Root Cause Analysis documentation.

• Perform manual Bacs bureau processing tasks as necessary to support existing customers, reviewing processes and policies to ensure high efficiency, security, and customer satisfaction.

⛳️ Requirements

• Experience with a Bacs Approved Software Supplier is highly desirable.

• Familiarity with the UK Bacs payments industry, including Direct Debit and Managed Bureau services (or the willingness to develop this expertise).

• Prior experience in a technical customer support role, ideally supporting software applications, is essential.

• Proficiency in Microsoft Office applications is required.

• A solid technical understanding of basic IT systems, including SQL databases, networks, and IIS.

• Experience in supporting hosted software applications within cloud providers like AWS and Azure is desirable.

🏝️ Benefits

• Competitive salary along with a car allowance and bonus.

• 25 days of annual leave (with options to buy more or sell some).

• 10 days rolling sick plan, in addition to an Extended Illness Pay scheme.

• Pension Contributions: 5% from the Employee and 5% from the Employer.

• Life Assurance at 4x base salary.

• Private Health Insurance.

• Health Cash Plan.

• Personal Travel Insurance.

• Cycle to Work scheme.

• Electric/Hybrid Vehicle Leasing scheme.

• My Premier Benefits (discounts at various high street retailers).

• Employee Assistance Program (EAP) and Mental Health First Aiders available for support.

• Refer a friend scheme – earn up to £4,000 for each successful referral.

• Engage in communities and collaborate with colleagues through our internal networking events.