By Trust Payments Mar 17, 2021

Job Title:  Service Desk Support Officer
 
Intro
 
Whilst most of Trust Payments are working from home at present due to local guidelines, our Covid secure offices have still been open for people that can’t work from home. We’ve hired and onboarded more than 100 people virtually since the pandemic started and have grown significantly as a business.
 
We’ve adapted our ways of working to ensure that new starters that join feel part of one big virtual team. From regular town halls to coffee mornings and dedicated mental health days, we want to ensure we put the needs of our employees first, during such difficult times. Feedback from our new hires has been positive, they love our onboarding programme and how much it makes them feel integrated into Trust from the start.
 
Main purpose of the job:
 
Technical Services consists of the Service Desk and Technical Support teams. The Service Desk team is the first line of support for customers to the business. It is responsible for resolving first line issues, handling customer phone calls, initial investigation / resolution of issues and escalation to second / third line teams as required. It is also responsible for handling administrative tasks, such as account admin and billing.
 
The Service Desk Support Officer will be part of the Service Desk team and will provide first line support to our customers, practising excellent customer service at all times, via phone and in writing.
 
Duties and responsibilities:
 
•   Responding to support cases in the Zendesk tool and phone calls as required
•   Assisting Trust Payment’s customers during the integration of their website to our payment functionality
•   Manage customers’ accounts
•   Record details of inquiries, comments and details of action taken via the Zendesk tool
•   Updating Jira with bug reports and feature requests
•   Dealing with customer escalations
•   Tracking Jira tickets escalated to development and updating them where necessary
•   Liaising with Acquirers when the Development team require information or when new products or requirements are launched
•   Contribute to meetings with the Service Desk team as required (on-going issues, team huddles etc.)
•   Keep the Service Desk Senior and Service Desk Lead updated on support issues, and request assistance where needed
•   Contribute to the 24/7 support model on a rotational basis with the team
•   Taking on ad-hoc tasks when required
•   Comply with all legislation and codes of practice appropriate to the role
•   Comply with the Health and Safety at work Act (1974) and relevant directives in all activities
•   Compliance on all relevant aspects of the Data Protection Act as appropriate to the role
 
Experience and Qualifications:
 
•   1+ years in a similar customer service orientated support role
•   Strong customer orientation
•   Experience of working in an ITIL environment
•   Dealing with customers on the phone and via email
•   Handling difficult situations over the phone with customers
•   Managing a busy workload in a fast-paced environment
•   Experience of using Zendesk or similar ITSM tool
•   Excellent typing skills and IT Skills including Microsoft Office (Excel, Word and PowerPoint), Salesforce, DMS, Data handling and Record keeping
•   Problem analysis and resolution
•   Information gathering
•   Able to articulate technical explanations in a non-technical way
•   Strong communicator able to communicate confidently with all level of colleagues within the business
•   Dutch/German language skills preferable
•   Experience of working for a Payments or Fintech company
•   ITIL Foundation qualified
•   Understanding of Payment system capabilities and features
 
The Person:
 
•   Loves dealing with customers and committed to delivering the best customer experience possible
•   Ability to build strong relationships with customers
•   Shows empathy towards customers
•   Able to demonstrate appropriate business acumen
•   Utilises effective problem-solving techniques during stressful situations
•   Able to adapt in a fast-paced environment
•   The ability to prioritise own workload
•   Works well under pressure and to tight timescales
•   Excellent team player with the skills and ability to build strong relationships with the team and stakeholders within the business at all levels

Upload your CV/resume or any other relevant file. Max. file size: 50 MB.

By Trust Payments Mar 17, 2021

Job Title:  Service Desk Support Officer
 
Intro
 
Whilst most of Trust Payments are working from home at present due to local guidelines, our Covid secure offices have still been open for people that can’t work from home. We’ve hired and onboarded more than 100 people virtually since the pandemic started and have grown significantly as a business.
 
We’ve adapted our ways of working to ensure that new starters that join feel part of one big virtual team. From regular town halls to coffee mornings and dedicated mental health days, we want to ensure we put the needs of our employees first, during such difficult times. Feedback from our new hires has been positive, they love our onboarding programme and how much it makes them feel integrated into Trust from the start.
 
Main purpose of the job:
 
Technical Services consists of the Service Desk and Technical Support teams. The Service Desk team is the first line of support for customers to the business. It is responsible for resolving first line issues, handling customer phone calls, initial investigation / resolution of issues and escalation to second / third line teams as required. It is also responsible for handling administrative tasks, such as account admin and billing.
 
The Service Desk Support Officer will be part of the Service Desk team and will provide first line support to our customers, practising excellent customer service at all times, via phone and in writing.
 
Duties and responsibilities:
 
•   Responding to support cases in the Zendesk tool and phone calls as required
•   Assisting Trust Payment’s customers during the integration of their website to our payment functionality
•   Manage customers’ accounts
•   Record details of inquiries, comments and details of action taken via the Zendesk tool
•   Updating Jira with bug reports and feature requests
•   Dealing with customer escalations
•   Tracking Jira tickets escalated to development and updating them where necessary
•   Liaising with Acquirers when the Development team require information or when new products or requirements are launched
•   Contribute to meetings with the Service Desk team as required (on-going issues, team huddles etc.)
•   Keep the Service Desk Senior and Service Desk Lead updated on support issues, and request assistance where needed
•   Contribute to the 24/7 support model on a rotational basis with the team
•   Taking on ad-hoc tasks when required
•   Comply with all legislation and codes of practice appropriate to the role
•   Comply with the Health and Safety at work Act (1974) and relevant directives in all activities
•   Compliance on all relevant aspects of the Data Protection Act as appropriate to the role
 
Experience and Qualifications:
 
•   1+ years in a similar customer service orientated support role
•   Strong customer orientation
•   Experience of working in an ITIL environment
•   Dealing with customers on the phone and via email
•   Handling difficult situations over the phone with customers
•   Managing a busy workload in a fast-paced environment
•   Experience of using Zendesk or similar ITSM tool
•   Excellent typing skills and IT Skills including Microsoft Office (Excel, Word and PowerPoint), Salesforce, DMS, Data handling and Record keeping
•   Problem analysis and resolution
•   Information gathering
•   Able to articulate technical explanations in a non-technical way
•   Strong communicator able to communicate confidently with all level of colleagues within the business
•   Dutch/German language skills preferable
•   Experience of working for a Payments or Fintech company
•   ITIL Foundation qualified
•   Understanding of Payment system capabilities and features
 
The Person:
 
•   Loves dealing with customers and committed to delivering the best customer experience possible
•   Ability to build strong relationships with customers
•   Shows empathy towards customers
•   Able to demonstrate appropriate business acumen
•   Utilises effective problem-solving techniques during stressful situations
•   Able to adapt in a fast-paced environment
•   The ability to prioritise own workload
•   Works well under pressure and to tight timescales
•   Excellent team player with the skills and ability to build strong relationships with the team and stakeholders within the business at all levels

Upload your CV/resume or any other relevant file. Max. file size: 50 MB.

Want to learn more and find out how we can grow your business?

Get started