Technical Support Lead | Chester, UK

Worldline; Chester; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading company in the payments technology industry is looking for a Technical Support Lead for their Rail Operations. This hybrid role involves leading a team, providing technical support, and ensuring efficient service delivery to customers in the rail sector. The ideal candidate will possess strong problem-solving abilities, excellent communication skills, and experience in customer support.

Benefits

25 days holiday + bank holidays

Private medical cover

Discounts and cash backs on shopping

Flexible benefits through salary sacrifice

Income protection at 67% of base salary

Life assurance plan

Pension matching contributions up to 10%

Qualifications

• Experience leading a small support team.
• Ability to provide 3rd line support.
• Good customer communication skills.

Responsibilities

• Provide technical support and assistance to customers.
• Lead a team of support analysts.
• Prepare functional specifications for team use.

Skills

Problem Solving

Customer-facing Skills

Computer Literacy

SQL

Verbal & Written Communication

Job description

Technical Support Lead

This is Worldline.

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The O pportunity

Hybrid role that requires working 3 days a week in the office, situated at Newton Aycliffe, UK. The site has parking and is easily accessible from public transport.

As a Technical Support Analyst Team Lead at Worldline Rail Operations, you will play a critical role in supporting multiple customers in the rail industry using our range of cutting-edge products. Our technology is specifically designed to address the persistent challenges faced in the day-to-day running of railways, enabling smooth and efficient train services throughout the UK.

As an organized, innovative, and process-driven colleague, you will lead your team to provide top-notch technical support to our customers. If you're looking for an exciting opportunity to apply your technical expertise in a dynamic and challenging environment, then Worldline Rail Operations is the perfect fit for you.

Day-to-Day Responsibilities

• Providing 3rd Line Technical support and assistance to customers.
• Leading a small team (3-4 people) of 2nd and 3rd line support analysts
• 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
• Provide functional and technical support to external and internal customers within Rail Operations.
• Conducting ad-hoc site visits to customers when required.
• Produce accurate functional specifications for use by Technical Support team and offshore colleagues.
• 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, can-do attitude and a hunger to learn and grow. In practice this means:

• You are confident when speaking with customers.
• You are able to provide leadership to a small team of support analysts.
• 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 in 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 an Income protection @ 67% of base salary for 5 years, subject to Ts & Cs
• Have a Life assurance - 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
• Have 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, 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 the society. And 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.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon 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 applicable legally protected characteristics.

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