Customer Support Technical Specialist

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

📋 Description

• Oversee customer inquiries from the first point of contact to resolution, ensuring prompt communication, precise case management, and consistently high customer service standards.

• Examine and address service calls and incidents, documenting actions taken and solutions found to aid in training and ongoing improvement of our processes and products.

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

• Take ownership of your workload while being flexible to assist others with their tasks as needed.

• Propel continuous improvement by spotting opportunities to enhance products, services, and operational methods, providing customer insights on product usability and functionality, contributing to knowledge management, root cause analysis, and the implementation of AI-driven service delivery.

• Provide after-hours customer support as necessary and pre-arranged.

• Aid in the development and upkeep of both internal and external materials, such as knowledge base articles, videos, and Root Cause Analysis documentation.

• Execute manual Bacs bureau processing activities as needed to support current customers, reviewing processes and policies to maintain high efficiency, security, and customer satisfaction.

⛳️ Requirements

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

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

• Essential prior experience in a technical customer support role, preferably supporting software applications.

• Required proficiency in Microsoft Office applications.

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

• Desirable experience in supporting hosted software applications within cloud services such as AWS or Azure.

🏝️ 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: 5% from the employee and 5% from the employer.

• Life Assurance at 4 times the base salary.

• Private health insurance coverage.

• Health cash plan included.

• Personal travel insurance provided.

• Cycle to Work scheme available.

• Electric/Hybrid Vehicle Leasing scheme offered.

• My Premier Benefits program (discounts from 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.