Technical Support Officer (Trust Retail)

Trust Payments Ltd; England; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Flexible work arrangements

Comprehensive wellness initiatives

Annual leave provisions

Pension scheme

Healthcare plans

Life assurance

Team events

Career development opportunities

Job summary

Trust Payments Ltd is seeking a Technical Support Officer for our Trust Retail team in Bournemouth. You will be the technical expert supporting cutting-edge EPOS and payment solutions, delivering second-line support, and ensuring seamless integration of retail systems.

The role requires 1+ years in technical support, strong IT skills, and experience with Zendesk. Office-based with rotating shifts and potential flexible patterns. Training provided.

Qualifications

• 1+ years in a technical support or similar role.
• Experience supporting customers via phone and email, including managing challenging situations.
• Ability to manage a busy workload in a fast-paced environment.
• Strong IT skills (Microsoft Office, Salesforce, CRM tools).
• Problem-solving skills with the ability to explain technical concepts clearly.
• Experience working in an ITIL environment.
• Experience with Zendesk or similar ITSM tools.
• Background in retail or payment services.
• Knowledge of payment systems.

Responsibilities

• Resolve technical issues via Zendesk (phone & email).
• Support customers with till systems, integrations, and merchant services.
• Manage escalations and liaise with banks and development partners.
• Contribute to our 24/7 support model on rotation.

Skills

Technical Support

Customer handling

Busy workload management

IT skills

Tools

Zendesk

Salesforce

CRM tools

ITIL

Microsoft Office

Job description

Trust Payments is an MFSA-regulated in Malta; and an FCA-regulated company in the UK. We provide a range of payments and commerce solutions, with market-leading technology and data insights.

We offer innovative payment methods and cutting-edge technologies, with a truly global presence. Our global offices cater to the most demanding business sectors, including retail, travel, hospitality, forex, and financial services.

Driving value for our clients and demonstrating genuine care for their success, is a core value of ours. We also believe in striving to build a better, more sustainable tomorrow and believe in conducting our business ethically, driving social and environmental change.

We have a passionate, collaborative, and diverse culture that recognizes that every employee contributes to our business success.

Find out more at www.trustpayments.com.

Trust Payments have an exciting opportunity for a Technical Support Officer to join our Trust Retail team.

Location: Onsite- Bournemouth, United Kingdom

Salary: Competitive + Benefits

Working Pattern: Office-based role with rotating shifts (currently 08:00-16:00 and 09:00-17:00). Flexibility required as shifts may be scheduled between 07:00-22:00 based on business requirements (These shifts are not currently operational but represent potential future requirements. Flexible working patterns would be discussed and agreed with you should the need arise).

Training period: The successful candidate will work standard office hours (09:00-17:00) for an initial 2–3-week training period before transitioning to a shift-based schedule.

How will you make an impact in this role?

Join our growing Trust Retail team supporting cutting-edge EPOS and payment solutions. You'll be the technical expert our customers rely on, providing second-line support and ensuring seamless integration of retail payment systems.

What We Expect of You, Day To Day:

• Resolve technical issues via Zendesk (phone & email)
• Support customers with till systems, integrations, and merchant services
• Manage escalations and liaise with banks and development partners
• Contribute to our 24/7 support model on rotation

Qualifications

• 1+ years in a technical support or similar role
• Experience supporting customers via phone and email, including managing challenging situations
• Ability to manage a busy workload in a fast-paced environment
• Strong IT skills (Microsoft Office, Salesforce, CRM tools)
• Problem-solving skills with the ability to explain technical concepts clearly
• Experience working in an ITIL environment
• Experience with Zendesk or similar ITSM tools
• Background in retail or payment services
• Knowledge of payment systems

We offer comprehensive benefits to support our team members and their families' well-being.

Our robust benefits package includes (subject to local office benefits policy):

• Be part of a dynamic, market-leading Fintech experiencing rapid growth
• Flexible work arrangements tailored to role requirements and business needs
• Comprehensive wellness initiatives, including mental health resources supported by internally qualified mental health first aiders
• Extensive leave provisions, encompassing annual, volunteering, and birthday allowances
• Progressive family-oriented policies and benefits, including Maternity, Paternity and Adoption leave
• Robust compensation package, including pension scheme, healthcare plans, and life assurance
• Regular corporate events fostering team cohesion and company culture
• Diverse company culture and global working environment
• Continuous professional development and career advancement opportunities

Offer of employment with Trust Payment is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Get a glimpse into the exciting world of Trust Payments through:

• Our LinkedIn Life Pages

Next Steps:

Additional Information:

Trust Payments is an Equal Opportunities Employer

We are a growing business with an aspiration to create a truly inclusive working environment, where each employee can reach their full potential. We celebrate the differences that exist within our teams. We encourage our people to bring their own opinions and thoughts to work, to be authentic and help us to innovate. We do this by embracing people as individuals, and appreciating that what works for one person, doesn’t work for everyone. We are committed to equal employment opportunity for all, regardless of race, heritage, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other protected characteristic.

If you require reasonable adjustments to be made to enable you to apply for a role with us or wish to provide feedback about the accessibility of this website, please contact the Talent Acquisition Team.

Automated Assessment Notice

Trust Payments may use automated tools during our recruitment process, including skills assessments and application screening questions. All decisions involve human oversight and comply with data protection legislation. Candidates can request human review of any automated screening decisions.