Remote FinTech Technical Support Specialist

EWS Group; Greater London; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Car allowance

Bonus

Pension contributions

Private health insurance

Life Assurance

Job summary

Jonas FinTech is seeking a highly motivated Customer Support Technical Specialist to join our busy Customer Services team. You will diagnose and resolve software and hardware issues by phone, email and remote tools, balancing speed and accuracy to deliver a great customer experience.

You will coordinate with Development and QA, document steps, contribute to knowledge base articles, and support Bacs Direct Debit and bureau services.

Qualifications

• Experience in technical customer support for software applications.
• Good understanding of IT systems including SQL databases, networks and IIS.
• Familiarity with cloud hosting (AWS/Azure) is a plus.
• Proficient with Microsoft Office applications.

Responsibilities

• Manage customer inquiries from initial contact through resolution with timely communication.
• Investigate and resolve service calls and incidents; document steps and resolutions.
• Collaborate with Development and QA to fix software defects and provide feedback.
• Own workload and help teammates when needed, spotting improvement opportunities.
• Create and maintain knowledge base articles and runbooks; assist with RCA.
• Provide out-of-hours support as required and support Bacs processing for clients.

Skills

Technical support

Bacs knowledge

SQL basics

Azure/AWS familiarity

Customer communication

Tools

AWS

Azure

Job description

Jonas FinTech is seeking a highly motivated Customer Support Technical Specialist to join our busy Customer Services team. You will diagnose and resolve software and hardware issues by phone, email and remote tools, balancing speed and accuracy to deliver a great customer experience.

You will coordinate with Development and QA, document steps, contribute to knowledge base articles, and support Bacs Direct Debit and bureau services.