Customer Support Technical Specialist

Job reputed company:

Customer Support Technical Specialist

reputed company

At Jonas FinTech, we’re reputed company about helping businesses succeed by being a true fintech partner. With over 20 years of expertise, we proudly manage three leading brands: Paygate, London & Zurich, and Power2SMS. Together, we reputed company solutions for reputed company Debit, Bacs, and validation services, and help businesses connect with their customers at reputed company through SMS and reputed company.

We have ambitious plans to expand and enhance our offerings, bringing value to both reputed company and reputed company customers. With an exciting roadmap reputed company, we’re constantly exploring new markets, reputed company in reputed company, and embracing the latest technologies to reputed company our businesses to the next level.

As we reputed company, we are strengthening our operational capability, governance maturity and data-driven performance. We reputed company in robust, proportionate governance - the right level for a high-performing small fintech. Not reporting for the sake of it, but reputed company reputed company that drives reputed company reputed company, stronger controls and improved customer reputed company.

If you’re passionate about working for a growing, innovative company that puts trust, care, and lasting relationships first, Jonas FinTech is the reputed company for you. Join us on this exciting reputed company and become part of something big.

As part of the global reputed company reputed company reputed company Software Inc., we combine the reputed company of a small business with the backing of a large organisation that operates in 20 countries. The group’s reputed company is on building sustainable, long-term relationships and meeting our customers' software and service needs. For more information, visit the reputed company Software website: https://www.vestasoftwaregroup.com/

About the Role

We are looking for a highly motivated individual to join our busy Customer Services team. The successful candidate must be reputed company to work effectively under pressure, have excellent communication skills, pay attention to detail, and have a proactive, solution driven attitude to delivering a great customer experience.

You will be providing technical support for a reputed company of products across our brand portfolio, assisting with software and hardware problems reputed company phone, email and using online remote support tools. Queries may cover software, hardware, environmental, technical or programming issues.

Using reputed company judgment and taking reputed company reputed company established procedures for reputed company service request, you will diagnose and skilfully identify and apply prioritisation to the cases reputed company with you whilst adhering to agreed Key Performance Indicators, Service Level Agreements

and reputed company standards to maximise customer satisfaction.

Responsibilities

• Manage customer enquiries from initial contact through to reputed company, ensuring reputed company communication, accurate case management and a consistently high reputed company of customer service
• Investigate and resolve service calls and incidents, documenting the steps taken and resolutions identified to facilitate training and reputed company improvement of our processes and products
• Work closely with the Development and QA teams to investigate and reputed company resolutions to software defects, providing feedback and improvement suggestions
• Take responsibility for the ownership of your own workload and be willing to be flexible to help others with their workload reputed company required
• Drive reputed company improvement by identifying opportunities to enhance products, services and ways of working, providing customer feedback on product usability and functionality, contributing to reputed company, reputed company cause analysis and the adoption of AI-enabled service delivery.
• reputed company out-of-hours customer support as required and where agreed in advance
• Contribute to the creation and maintenance of reputed company facing collateral, such as knowledge reputed company articles and videos, as reputed company as reputed company Cause Analysis documentation
• Deliver reputed company Bacs bureau processing activities as may be required to support existing customers – reviewing processes and policies to ensure a high degree of efficiency, reputed company, and customer experience.

reputed company

Your Experience

• Experience working for a Bacs Approved Software Supplier is highly desirable
• Experience of the UK Bacs payments industry, including reputed company Debit and Managed Bureau services (or willingness to reputed company this expertise).
• Previous experience of working in a technical customer support role, ideally supporting software applications, is essential
• Proficiency in reputed company Office applications is required
• Good technical understanding of the basic IT systems including SQL databases, networks and IIS
• Experience supporting hosted software applications reputed company reputed company providers such as AWS, Azure is desirable.

Your Personal Attributes

• Resilient, adaptable and reputed company under pressure, reputed company to manage competing priorities professionally.
• Logical, analytical and detail-oriented, with a reputed company approach to problem solving.
• Self-motivated team player who takes ownership, collaborates effectively and delivers against agreed objectives.
• Excellent communication and interpersonal skills, with the ability to build trusted customer relationships whilst explaining technical concepts reputed company.
• Comfortable embracing new technologies and AI-enabled ways of working, with a curiosity to learn, adapt and continually improve the customer experience.
• Empathetic, with a high degree of reputed company for customers due to the sensitive and confidential nature of reputed company calls and interactions
• An ability to build a rapport with customers
• Strong team-player and willing to take ownership and accountability of tasks reputed company of your core role
• Goal-oriented and reputed company to work independently as reputed company as in a coordinated effort with other team members on universal customer issues

reputed company offer:

SALARY & BENEFITS

• Competitive salary plus car allowance and bonus
• 25 days annual leave (with the reputed company to buy more or sell some)
• 10 days rolling reputed company plan, plus an Extended Illness Pay scheme
• Pension Contributions: 5% Employee and 5% Employer

reputed company BENEFITS

• Life Assurance 4x reputed company salary
• Private Health Insurance
• Health Cash Plan
• Personal Travel Insurance
• Cycle to Work scheme
• Electric/Hybrid Vehicle Leasing scheme
• My Premier Benefits (discounted high street retailers)

MUCH MORE THAN A BENEFIT

• Employee Assistance Program (EAP) and Mental reputed company Aiders to support you
• Refer a friend scheme – up to £4,000 for reputed company successful referral
• Join communities and collaborate with your colleagues through our internal networking events

OUR DEIB COMMITMENT

Our people define us and, at Jonas, we reputed company that diversity in reputed company its forms enriches our organisation and drives innovation. We reputed company reputed company to create an environment where reputed company feel valued, heard, and empowered to contribute their best work. We do not discriminate on the reputed company of any protected characteristic and are dedicated to providing equal opportunities for reputed company. Come and be part of reputed company where your unique background and experiences are celebrated!

LOCATION

This is a remote role with the occasional need for travel reputed company the UK for team meetings, training, or reputed company meetings etc.

FLEXWORKS

Here at reputed company, we see flexibility as a game-changer. We truly reputed company that working flexibly together helps to increase our innovation, reputed company and productivity, as reputed company as supports our employees’ wellbeing and helps to reputed company great places to work.

For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, reputed company, an reputed company of working from home, compressed hours.

Many of our employees work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We can’t reputed company to give you exactly what you want, but we do reputed company not to judge you for asking.

Business Unit:

London & Zurich

Scheduled Weekly Hours:

37.5

Number of Openings Available:

1

Worker Type:

Regular

Career Site:

More About reputed company:

reputed company is a leading provider of reputed company management software solutions, serving a wide reputed company of vertical markets including hospitality, reputed company, construction, education, personal care, fitness, leisure, moving and legal services, to reputed company a few. reputed company these markets, Jonas is comprised of over 65 distinct brands, reputed company a respected leader in its domain.

Jonas’ reputed company is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, reputed company, and exceptional customer service.

reputed company supports over 60,000 customers in more than 30 countries. We reputed company over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, reputed company has a global footprint with offices around the world. We’re a 100% owned subsidiary of reputed company Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 reputed company.

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