Junior 2nd Line Support Analyst

TN United Kingdom; Stanstead St Margarets; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Junior 2nd Line Support Analyst to join their hybrid working environment. This role involves providing essential support to customers and managing technical incidents while ensuring high levels of service. The ideal candidate will demonstrate strong communication skills, a proactive approach to problem-solving, and the ability to multitask effectively. With a competitive benefits package, including 25 days of holiday and opportunities for professional growth, this position offers a chance to contribute to a supportive and innovative team dedicated to operational excellence in the payments sector.

Benefits

25 days holiday plus public holidays

Private healthcare

Life assurance after 2 years

Social events

Onsite parking

Employee assistance

Qualifications

• Ability to take responsibility and act independently.
• Tech-savvy with knowledge of fintech or payments industry.

Responsibilities

• Providing 2nd line support to customers for incidents and projects.
• Conducting technical investigations and resolving customer requests.

Skills

Customer Service Focus

Excellent Communication Skills

Multitasking

Proactive in Process Improvements

Strong Organizational Skills

Job description

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Junior 2nd Line Support Analyst, Stanstead Abbotts

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EU work permit required:

Yes

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Job Reference:

8d48d6233f31

Job Views:

14

Posted:

02.05.2025

Expiry Date:

16.06.2025

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Job Description:

Job Description

Working Model: Hybrid Working.

Employment status: Full-time, Permanent.

Working hours: Monday to Friday, 9:00am – 5:00pm. Out of Hours standby duty to support system incidents will also be required. This is 1 week rotated amongst team members.

Office Location: Stansted Abbotts, England.

Reporting to: 2nd line Support Team Lead

Job responsibilities include:

• Providing 2nd line support to PXP customers and support teams for problems, incidents, and projects.
• Conducting technical investigations, reviewing, qualifying, and resolving customer requests related to payment processes.
• Creating, configuring, and maintaining environments to replicate customer scenarios.
• Communicating resolutions clearly to stakeholders.
• Escalating issues to 3rd line Tech Ops Teams as needed.
• Raising bug fixes and product enhancements with Development Teams.
• Managing customer projects and coordinating resources.
• Supporting application rollouts and compliance updates.
• Monitoring payment process success rates.
• Proactively learning about new products, features, and services.
• Analyzing ticket trends to identify root causes.
• Providing out of hours support for escalations and incidents.
• Ensuring professional and courteous incident handling.
• Attending customer sites for escalations and engineering support when required.

Candidate profile:

• Ability to take responsibility and act independently.
• Customer and service focus.
• Excellent communication skills.
• Ability to multitask and prioritize.
• Proactive in process and product improvements.
• Helpful attitude and confidence in dealings.
• Calm under pressure.
• Strong organizational and planning skills.

Preferred experience:

• Knowledge of fintech or payments industry.
• Tech-savvy.
• Multilingual skills.
• UK driving license and vehicle access.

What we offer:

• Competitive package and benefits.
• Hybrid working model.
• 25 days holiday plus public holidays.
• Social events, onsite parking, employee assistance, private healthcare, life assurance after 2 years.
• Close to transport links, small friendly team, international environment, supportive culture.

About us: PXP Financial is a reputable leader in the card payment industry with over 30 years of experience, serving a diverse global client base with offices in the UK, Austria, Bulgaria, India, and the US. We emphasize operational excellence and customer service, with a flexible hybrid working policy and a focus on employee well-being.