Technical Support Specialist

Blink Payment; Manchester; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

26 Days Annual Leave + Bank Holidays

Birthday day off

Private Health Insurance (Vitality)

Perkbox access

Job summary

Blink Payment in Manchester is seeking a curious Technical Support Specialist to deliver an exceptional customer experience and act as a bridge between clients, support, product and engineering.

You will manage escalated tickets, log information in Salesforce, diagnose API issues and drive resolutions across teams to ensure clients get the most from the Blink platform.

A relevant IT/computer science qualification is welcome, with a passion for APIs, integrations and helping customers succeed.

Qualifications

• Strong attention to detail and organisational skills.
• Confident communicator with strong interpersonal skills.
• Willingness to learn new systems and apply technical concepts to customer problems.
• Interest in APIs and integrations with a drive to deepen knowledge.
• Problem-solving mindset and ownership for high-quality customer experience.

Responsibilities

• Manage escalated support tickets professionally and promptly.
• Maintain meticulous records in Salesforce and keep information up to date.
• Diagnose and triage potential system bugs with evidence for product/engineering.
• Take ownership of complex API integration cases from investigation to resolution.
• Interact with clients via live chat, email and phone.
• Diagnose and resolve issues before escalation where possible.
• Support cross-department collaboration and share best practices.
• Identify opportunities to improve processes and support efficiency.
• Investigate platform/integration/API issues and escalate to third-line support when needed.

Skills

Attention to detail

Strong communication

Learning new systems

API & integrations interest

Problem solving

Education

Relevant qualification in computer science / software development / IT

Tools

Salesforce

Job description

Blink Payment makes accepting and reconciling payments easy. Whether businesses are looking to take payments online or in person; they are completed through one simple platform. Our all-in-one solution supports multiple payment methods, which includes open banking, payment links, virtual terminals (paying over the phone), card machines, and can integrate with various software providers, such a Xero or QuickBooks, through easy-to-use API's.

It’s an exciting time to join us – as we’re growing fast! With new products, customers and huge plans for exponential growth, there’s plenty of opportunity to make your mark.

What makes us unique?

1. A platform that provides options - Our platform provides every payment type a business will ever need, allowing your business to adapt and grow alongside your payment provider.

2. Simplicity - We like to keep things simple, there's no need for multiple platforms, business payments and reconciliations are kept in one easy-to-use platform.

3. Personal touch - A support team available via online live chat, email, WhatsApp and phone, to resolve any issues. With a current average response time of 6 seconds to answer phone calls.

Our core values:

We value people who take initiative and step forward. At Blink Payment, you’re trusted with real responsibility early, and progress comes from acting within clear priorities - not waiting to be told.

Own the solution

We take ownership of outcomes, not just tasks. People here are expected to solve problems, improve what’s in front of them, and see things through to completion.

Win with integrity

How we achieve results matters. We hold high standards for how we work - with customers, partners, and each other – and we expect people to act with honesty and accountability.

Ready to help

We work closely and support each other to get things done. Being in the same space helps us move faster, solve problems in real time, and stay connected as a team.

The Role:

We are looking for a curious, technically minded Technical Support Specialist to help us in delivering an exceptional customer experience. You may already have experience in technical support, or you may be looking to build your career after completing a relevant qualification, such as computer science, software development, IT, or another technology-focused course.

In this role, you’ll build and maintain strong relationships with clients and colleagues across the business to act as a bridge between our clients, the support team and the product and engineering team. You will use your problem-solving skills, communication style and willingness to learn to investigate technical queries, triage system bugs and support smooth issue resolution to ensure clients get the very best from the Blink Payment platform.

Key Responsibilities

• Manage escalated support tickets in a professional, diligent and timely manner.
• Maintain meticulous records on Salesforce, ensuring information is accurate and up to date.
• Diagnose and triage potential system bugs, providing clear evidence, causes and potential fixes to the product and engineering team.
• Take ownership of complex API integration cases from investigation through to resolution.
• Interact with clients across multiple communication channels, including live chat, email and phone.
• Diagnose and resolve issues before escalation to the product and engineering team where possible.
• Support and maintain key working relationships with other departments across the business.
• Demonstrate and promote best practice to support and guide first-line team members.
• Continuously identify opportunities to improve processes and enhance support efficiency.
• Investigate potential platform, integration, and API issues, gathering relevant information and diagnostics before escalating to third-line support for further investigation where necessary.

Key Skills/Experience:

• You have excellent attention to detail and strong organisational skills.
• You are a confident communicator with strong interpersonal skills.
• You are confident learning new systems and enjoy applying technical concepts to real customer problems.
• You have an interest in APIs, integrations and how systems connect, with a willingness to develop deeper knowledge in this area.
• You enjoy problem-solving, taking ownership and delivering a high-quality customer experience.
• Come on board a fast growing privately owned business
• 26 Days Annual Leave + Bank Holidays
• An additional day of annual leave for your Birthday
• Private Health Insurance (Vitality)
• Access to Perkbox - our flexible benefits portal