Customer Support L1/L2 London, England
Paydock
Full Time
London, England
24515 - 30000 GBP ANNUAL Today
Job description
Paydock is a Fintech Scaleup. We provide a sophisticated payment solution to online merchants who want to increase profit and flexibility in their payment solution. We work with large retailers, financial institutions, marketplaces and large Not-For-Profits. Our teams are located internationally across London, Ukraine and Australia.
Paydock is seeking a Customer Support L1 & L2 based in Europe/Remote to join our global team. Your key role will be to provide L1 and L2 support and involvement in managing day to day issues via ticketing system at a senior level, providing network & infrastructure support to the organisation and resolving more technical issues escalated from the help desk.You will have the opportunity to work with global leaders, payment service providers and technology vendors across Europe, APAC, US and other markets while being part of the next generation of payments for merchants and the industry.
Report
As a significant role in the business you will report into the Support Team directly reporting to the Support Manager.
Responsibilities
- Complete commitment to our strategic partners, especially with respect to work ethic.
- Ability to interrogate logs (MongoDB) and dig deeper into analysis techniques
- Monitor alerting systems and take actions as necessary
- Drive incident management process to completion, applying interpersonal considerations and objectiveness throughout
- Investigate and troubleshoot all incidents, provide suggestions for workarounds in a timely manner, seeking acceptance of workaround from client
- Engage in proactive troubleshooting and providing strategic solutions to a variety of technical, escalated issues
- Be able to answer queries accurately and quickly, with a natural ability to predict the client needs and requirements
- Deliver excellent customer service while managing customer expectations by providing clear and timely communication to clients, team members and other stakeholders
- Record all work in compliance with company service management policies
- Resolving and triaging customer queries independently, escalating as/when needed whilst providing clear and concise information for technical teams to comprehend issues
- Building strong internal relationships with the development team
- Provide suggestions and improvements to internal service management processes
- Champion our internal service management toolsets and apply strict hygiene across deliverables/artefacts throughout incident management lifecycle
Skills and Experiences (Must Have)
- Minimum 3 years of relevant L1 experience
- A degree in Computer Science, Engineering or a related discipline.
- Strong work ethic
- Excellent communication and interpersonal skills
- Professional phone manner with a genuine customer service focus
- Well-developed analytical and problem solving skills
- The ability to work effectively under tight deadlines
- Excellent time management and prioritisation skills
- Demonstrable empathy
- Proven ability to work with matrixed client relationships.
- Ability or confidence to work across multiple time zones.
- Ability to develop relationship management skills
- A self-starter attitude (curious, motivated and resourceful), with an eagerness to learn
It would be great if you have (Not essential)
- Experience working in fast growth scaleup
- Paytech experience
- Experience working across multiple time zones
What’s in it for you?
- A good, competitive salary
- A great company culture
- Flexible working/Remote
- Regular company away days and social events
- Company contributions towards your pension
- 25 days of paid annual leave (33 days including bank holidays)
- Up to 10 days of paid sick leave (including mental health days) per year
If you think you would be a good fit for the Paydock family - then we’d love to hear from you, regardless of whether you fit the job description exactly or not. If in doubt, drop us an email; we’d be more than happy to give you some advice on your application.
Paydock is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
