Customer Support Technical Specialist

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

📋 Description

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

• Investigate and resolve service calls and incidents, documenting the processes and solutions implemented to support training and the continuous improvement of our processes and products.

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

• Take ownership of your workload while remaining flexible to assist colleagues with their tasks when necessary.

• Promote continuous improvement by identifying opportunities to enhance products, services, and operational methodologies, providing customer feedback on product usability and functionality, contributing to knowledge management, root cause analysis, and the implementation of AI-enabled service delivery.

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

• Assist in the creation and upkeep of internal and external materials, including knowledge base articles, videos, and Root Cause Analysis documentation.

• Execute manual Bacs bureau processing activities as required to support current customers, reviewing processes and policies to guarantee a high level of efficiency, security, and customer experience.

⛳️ Requirements

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

• Familiarity with the UK Bacs payments industry, including Direct Debit and Managed Bureau services, or a willingness to acquire this knowledge.

• Previous experience in a technical customer support role, ideally in support of software applications, is essential.

• Proficiency in Microsoft Office applications is necessary.

• Strong technical understanding of fundamental IT systems, including SQL databases, networks, and IIS.

• Experience supporting hosted software applications on cloud platforms such as AWS and Azure is desirable.

🏝️ Benefits

• Competitive salary along with a car allowance and bonus.

• 25 days of annual leave (with the option to purchase additional days or sell some back).

• 10 days rolling sick leave, plus an Extended Illness Pay scheme.

• Pension contributions of 5% from both employees and employers.

• Life Assurance at 4 times the base salary.

• Private Health Insurance.

• Health Cash Plan.

• Personal Travel Insurance.

• Cycle to Work scheme.

• Electric/Hybrid Vehicle Leasing scheme.

• My Premier Benefits, which offers discounts at various high street retailers.

• Employee Assistance Program (EAP) and Mental Health First Aiders to provide support.

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

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