Customer Support Technical Specialist

Job not on LinkedIn

🕒 July 17

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 18%

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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paygate

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

💳 Fintech

☁️ SaaS

🤝 B2B

Fintech • SaaS • B2B

<paygate> paygate is a UK-based payment processing platform that provides modular, enterprise-grade Bacs and Direct Debit payment services, payment automation, data validation (Modulus checks, COP, email/phone/postcode validation), and contingency/consultancy services. Built as a scalable SaaS with cloud and on-premise deployment options, strong security (HSM, encryption, SSO, MFA) and API integrations, paygate serves public and private sector organisations, payroll providers, banks and large enterprises to streamline and secure high-volume payment workflows.

📋 Description

• Manage customer enquiries from initial contact through to resolution, ensuring timely communication, accurate case management and consistently high customer service • Investigate and resolve service calls and incidents, documenting steps taken and resolutions identified • 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 out-of-hours customer support as required and agreed in advance • 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 issues via phone, email and online remote support tools • Diagnose, prioritize and resolve cases within established procedures, KPIs, SLAs and quality standards

🎯 Requirements

• Experience working for a Bacs Approved Software Supplier is highly desirable • Experience of the UK Bacs payments industry, including Direct Debit and Managed Bureau services, or willingness to develop this expertise • Previous experience in a technical customer support role, ideally supporting software applications, is essential • Proficiency in Microsoft Office applications • Good technical understanding of basic IT systems, including SQL databases, networks and IIS • Experience supporting hosted software applications within AWS or Azure is desirable • Ability to work effectively under pressure • Excellent communication and interpersonal skills • Attention to detail and a proactive, solution-driven attitude • Ability to manage competing priorities professionally • Logical, analytical and detail-oriented approach to problem solving • Ability to explain technical concepts clearly and build trusted customer relationships • Ability to use new technologies and AI-enabled ways of working • Integrity and empathy when handling sensitive and confidential customer interactions • Ability to work independently and collaboratively • Willingness to provide out-of-hours support when required and 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 to support you • 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, compressed hours, and working from home