Technical Support Officer (Trust Retail)

Join our Trust Retail team developing cutting-edge EPOS, stock management, and customer engagement solutions. The Technical Support Officer will provide second-line support to our customers and partners. You will consistently deliver excellent customer service through multiple channels â€" with a key role in supporting our new and growing product offering in the retail space.

You will be responsible for initial investigation and resolution of technical issues, handling customer phone calls, integration tasks, and escalation to third-line teams as required What We Expect of You, Day To Day:

• Responding to support cases in the Zendesk tool â€" both from email and phone
• Supporting Trust Payment's customers and partners in the technical operation of their till systems, banking, and merchant services accounts
• Supporting Trust Payment's customers during the integration of their website and/or retail payments equipment/functionalities
• Managing customer escalations
• Recording details of enquiries, comments and details of action taken via the Zendesk tool
• Liaising with banks and development partners
• Contributing to meetings with the Technical Support team as required (ongoing issues, team huddles etc.)
• Keeping the Technical Support management team updated on support issues, and requesting assistance where needed
• Contributing to the 24/7 support model on a rotational basis with the team
• Taking on ad-hoc tasks when required
• Complying with all legislation and codes of practice appropriate to the role
• Complying with the Health and Safety at Work Act (1974) and relevant directives in all activitiesCompliance on all relevant aspects of the Data Protection Act as appropriate to the role

Essential

• 1+ years in a similar technical support role
• Experience supporting customers by phone and email
• Experience managing challenging situations over the phone with customers
• Experience managing a busy workload in a fast-paced environment
• Proficient typing skills and IT skills including Microsoft Office (Excel, Word, and PowerPoint), Salesforce, DMS, data handling and record keeping
• Experience with information gathering, problem analysis and resolution
• Ability to explain technical concepts in accessible language
• Confident communicator able to engage with colleagues at all levels within the business
• Experience working in an ITIL environment

Desirable

• Experience using Zendesk or similar ITSM toolSupport experience within the retail industry and/or payment services, * Enjoys supporting customers and committed to delivering excellent customer experiences
• Ability to develop positive relationships with customers
• Demonstrates empathy towards customers
• Demonstrates appropriate business acumen
• Uses effective problem-solving techniques during challenging situations
• Adapts well in a fast-paced environment
• Ability to prioritise workload effectively
• Performs well under pressure and to tight timescales
• Collaborative team member with the ability to develop positive relationships with the team and stakeholders within the business at all levels
• Ability to work independently in an efficient manner, applying integrity and discretion when supporting customers
• Ability to identify and contribute to opportunities/solutions for the company in a collaborative environment

Desirable

• ITIL Foundation qualified
• Knowledge of JavaScript and/or PHPUnderstanding of payment system capabilities and features

Our robust benefits package includes (subject to local office benefits policy):

• Be part of a dynamic, market-leading Fintech experiencing rapid growth
• Flexible work arrangements tailored to role requirements and business needs
• Comprehensive wellness initiatives, including mental health resources supported by internally qualified mental health first aiders
• Extensive leave provisions, encompassing annual, volunteering, and birthday allowances
• Progressive family-oriented policies and benefits, including Maternity, Paternity and Adoption leave
• Robust compensation package, including pension scheme, healthcare plans, and life assurance
• Regular corporate events fostering team cohesion and company culture
• Diverse company culture and global working environment

Continuous professional development and career advancement opportunities Offer of employment with Trust Payment is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Trust Payments is an MFSA-regulated in Malta; and an FCA-regulated company in the UK. We provide a range of payments and commerce solutions, with market-leading technology and data insights. We offer innovative payment methods and cutting-edge technologies, with a truly global presence. Our global offices cater to the most demanding business sectors, including retail, travel, hospitality, forex, and financial services. Driving value for our clients and demonstrating genuine care for their success, is a core value of ours. We also believe in striving to build a better, more sustainable tomorrow and believe in conducting our business ethically, driving social and environmental change. We have a passionate, collaborative, and diverse culture that recognizes that every employee contributes to our business success.