Fintech Helpdesk Support Agent - London - On-Site

W Talent; Greater London; On-site; GBP 25,000 - 45,000; Full time

Job summary

Join a dynamic team at the forefront of payment technology as a Helpdesk Support Agent. This role offers the chance to provide exceptional technical support to clients in a fast-growing fintech environment. You'll be the first point of contact for clients, troubleshooting issues and collaborating with various teams to ensure efficient resolutions. With a focus on customer service and technical skills, this position is perfect for those eager to grow in a supportive, team-oriented atmosphere. Embrace the opportunity to develop your career in the exciting world of payments and financial technologies.

Benefits

Career Development Opportunities

Collaborative Team Environment

Fast-Paced FinTech Environment

Qualifications

• Passionate about customer service with technical support experience.
• Familiarity with ticketing systems and ITIL principles is essential.

Responsibilities

• Provide first-line support for clients and troubleshoot technical issues.
• Collaborate with internal teams to resolve client queries effectively.

Skills

Customer Service Skills

Technical Support Experience

Ticketing System Management

ITIL Principles Understanding

Verbal and Written Communication

Task Prioritization

Collaboration Skills

Payments Industry Experience

SQL Familiarity

API Exposure

FinTech Interest

Tools

Jira

Zendesk

Job description

Fintech Helpdesk Support Agent - London - On-Site

If you are passionate about delivering exceptional support experiences and ready to take the next step in your helpdesk career, then come and be part of a dynamic team at the forefront of payment technology!

You will be providing technical support to clients and customers upon a leading edge payment technology.

This is an excellent opportunity to join a fast-growing fintech company providing payment solutions as a SaaS model.

You will be the initial point of contact for their clients when they need assistance. This is a fantastic opportunity for someone looking to grow their customer service and technical support skills in a supportive, team-focused environment.

You will work alongside our experienced operations, compliance, project, and technical teams to maintain a high standard of customer service and ensure efficient resolution of technical and operational queries.

Location: London - On-Site - Monday - Friday - 9:00 - 17:30

Salary: Market Rate + Benefits

Key Responsibilities

• Act as the first line of support (to both consumers and businesses), receiving and triaging incoming queries, incidents, and service requests.
• Troubleshoot and resolve common technical issues, escalating more complex problems to senior team members, third parties or developers when necessary.
• Collaborate with internal teams (Tech, Compliance, Service Management) to develop and provide solutions to client queries and issues.
• Maintain accurate documentation of incidents, queries, and resolutions in our ticketing system.
• Assist in monitoring system alerts, ensuring timely escalation to the technical team/management for critical issues.
• Provide input during product testing and release phases, reporting bugs and assisting in follow-up for resolution.
• Contribute to service improvement initiatives by sharing insights from user feedback and common support trends.

Skills & Experience (Required)

• Excellent customer service skills and experience
• Experience in a helpdesk, technical support, or customer-facing support role.
• Experience of managing tickets in a ticketing system (e.g., Jira, Zendesk, or similar).
• General understanding of ITIL principles (e.g., incident and service request handling), with the desire to deepen knowledge.
• Strong verbal and written communication skills, including the ability to explain technical matters in clear, accessible language.
• Ability to prioritise tasks effectively based on business impact.
• Excellent collaboration skills, working well both independently and with diverse teams.
• Payments (or finance) company experience
• Familiarity with SQL (ability to run basic queries or willingness to learn).
• Exposure to APIs and reading application logs.
• Background in FinTech or an interest in payments and financial technologies.

Your Personality

• You genuinely enjoy helping customers and building positive relationships.
• You thrive in a team-oriented environment and communicate effectively with colleagues at all levels.
• You are eager to learn, adaptable, and open to feedback to continually improve your skills.
• You are proactive, take initiative in resolving issues, and look for ways to refine processes.
• You maintain a high level of professional integrity and commitment to quality.

Why Join Us?

• Growing FinTech Environment: Immerse yourself in the fast-paced world of payments, with plenty of opportunities to develop your skills and experience.
• Collaborative Team: Work within a close-knit, supportive team that values learning, creativity, and mutual success.
• Career Development: Gain exposure to a wide range of operational and technical functions, setting you up for long-term career growth.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

Staffing and Recruiting and IT Services and IT Consulting