Customer Support Technical Specialist

Job not on LinkedIn

🕒 July 17

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 24%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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London & Zurich

WebsiteLinkedInAll Job Openings

11 - 50 employees

💸 Finance

💳 Fintech

🤝 B2B

Finance • Fintech • B2B

London & Zurich is a Direct Debit provider that specializes in offering Direct Debit and Card Payment collection solutions to a variety of companies, from small businesses to large corporations. With over 15 years of experience in the financial services industry, their online systems are designed to make payment collections more efficient, secure, and user-friendly. They provide fully secure and cloud-based services that reduce the administrative burdens associated with traditional payment methods.

📋 Description

• Manage customer enquiries from initial contact through resolution, ensuring timely communication, accurate case management, and high customer service standards • Investigate and resolve service calls and incidents, documenting steps and resolutions for training and continuous improvement • Work with Development and QA teams to investigate and resolve software defects • Own and manage personal workload while supporting colleagues when required • Identify opportunities to improve products, services, and ways of working • Provide customer feedback on product usability and functionality • Contribute to knowledge management, root cause analysis, and AI-enabled service delivery • Provide pre-agreed out-of-hours customer support as required • Create and maintain internal and external knowledge-base articles, videos, and Root Cause Analysis documentation • Perform manual Bacs bureau processing activities as required, reviewing processes and policies for efficiency, security, and customer experience • Provide technical support for software and hardware problems via phone, email, and online remote support tools • Diagnose, prioritise, and resolve service requests in line with KPIs, SLAs, and quality standards

🎯 Requirements

• Highly motivated and able to work effectively under pressure • Excellent communication skills and attention to detail • Proactive, solution-driven attitude • Experience working for a Bacs Approved Software Supplier highly desirable • Experience of the UK Bacs payments industry, including Direct Debit and Managed Bureau services, or willingness to develop this expertise • Previous technical customer support experience, ideally supporting software applications, essential • Proficiency in Microsoft Office applications required • Good technical understanding of basic IT systems, including SQL databases, networks, and IIS • Experience supporting hosted software applications within cloud providers such as AWS or Azure desirable • Resilient, adaptable, and calm under pressure • Logical, analytical, and detail-oriented approach to problem solving • Self-motivated team player able to take ownership and collaborate effectively • Excellent communication and interpersonal skills, including explaining technical concepts clearly • Comfortable embracing new technologies and AI-enabled ways of working • Empathetic and highly trustworthy when handling sensitive and confidential client interactions • Ability to build rapport with customers • Willingness to take ownership and accountability for tasks outside the core role • Goal-oriented and able to work independently and in coordination with team members • Availability to provide out-of-hours customer support when agreed in advance

🏖️ Benefits

• Competitive salary plus car allowance and bonus • 25 days annual leave, with the option to buy more or sell some • 10 days rolling sick plan, plus an Extended Illness Pay scheme • Pension contributions: 5% Employee and 5% Employer • Life Assurance 4x base 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) • Employee Assistance Program (EAP) and Mental Health First Aiders • Refer a friend scheme – up to £4,000 for each successful referral • Internal networking events • Flexible working arrangements, including working location, hours, start and finish times, flexible lunch breaks, core hours, working from home, and compressed hours