Technical Support Analyst

Worldline; Chester; On-site; GBP 30,000 - 45,000; Full time

Job summary

Worldline is searching for a 3rd Line Technical Support specialist to deliver exceptional support to customers, assisting with technical issues, and preparing necessary documentation. This role requires strong communication and problem-solving skills, alongside a commitment to continuous improvement and customer satisfaction.

Benefits

25 days holiday + bank holidays

Private medical cover

Access to discounts and cash backs on shopping

Flexible benefits through salary sacrifice

Life assurance options

Pension matching contributions up to 10%

Qualifications

• Confidence in speaking with customers.
• Ability to create and run SQL queries.
• Familiarity with MS Suite and basic understanding of development skills.

Responsibilities

• Providing 3rd Line Technical support and assistance to customers.
• Supporting customers remotely, diagnosing system faults.
• Conducting ad-hoc site visits to customers when required.

Skills

Problem-solving

Customer-facing skills

Communication skills

Job description

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• Providing 3rd Line Technical support and assistance to customers.
• Working on the ticketing system Service Now
• Supporting customers remotely, providing functional advice and helping to diagnose system faults.
• Preparing release notes for system releases
• Responding to customer incidents including: investigating and reproducing reported problems, updating tickets with progress, directly liaising with customers to gain a clearer understanding of problems, liaising with colleagues in other teams where necessary.
• Providing functional and technical support to external and internal customers within Rail Operations.
• Conducting ad-hoc site visits to customers when required.
• Producing accurate functional specifications for use by the Technical Support team and offshore colleagues.
• Providing ad hoc training to customers' staff on products.

Responsibilities

• Providing 3rd Line Technical support and assistance to customers.
• Working on the ticketing system Service Now
• Supporting customers remotely, providing functional advice and helping to diagnose system faults.
• Preparing release notes for system releases
• Responding to customer incidents including: investigating and reproducing reported problems, updating tickets with progress, directly liaising with customers to gain a clearer understanding of problems, liaising with colleagues in other teams where necessary.
• Providing functional and technical support to external and internal customers within Rail Operations.
• Conducting ad-hoc site visits to customers when required.
• Producing accurate functional specifications for use by the Technical Support team and offshore colleagues.
• Providing ad hoc training to customers' staff on products.

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what's next — people with passion, a can-do attitude, and a hunger to learn and grow. In practice, this means:

• You are confident when speaking with customers.
• Able to establish a good rapport with a range of business and technical colleagues.
• Able to work independently or as part of a team, depending on the nature of the task at hand.
• Demonstrate a commitment to continuous improvement and self-development.
• Demonstrate a commitment to supporting the principles of Great Place to Work — promoting Trust (in management), Pride (in work), & Respect (for colleagues).
• You are fully computer literate with MS Suite and have a basic understanding of development skills.
• Good problem-solving/investigative skills.
• Good customer-facing skills, including verbal & written communication skills.
• You are fully computer literate with MS Suite and have a basic understanding of development skills.
• Able to create and run SQL.
• Demonstrate adherence to following processes/plans.
• Creation, review & update of documentation.
• Able to create accurate & complete functional specifications from problem records and discussions with customers.

Perks & Benefits

At Worldline, you'll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Have 25 days holiday + bank holidays
• Have employee private medical cover, access to a virtual GP service
• Access to discounts and cash backs on shopping
• Purchase a range of flexible benefits through salary sacrifice
• Have Life assurance - 1 x salary if not in a pension scheme, 4 x salary if you join the pension scheme
• Have a Pension - the company will match contributions up to 10%

Shape the evolution.

We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. People with passion, a can-do attitude, and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on society. With our empowering culture, strong technology, and extensive training opportunities, we help you accelerate your career. Wherever you decide to go, join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline

We are proud to be an Equal Opportunity employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristic.

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Information at a Glance Job ID 300201