At a Glance
- Tasks: Monitor payment services and resolve issues in a fast-paced environment.
- Company: Join TNS, a leading FinTech company with a focus on innovation.
- Benefits: Gain valuable experience, work in shifts, and develop your tech skills.
- Other info: Opportunities for growth and learning in a supportive environment.
- Why this job: Be part of a dynamic team and make a real impact in the payments industry.
- Qualifications: Tech-savvy, problem-solver, and great communicator.
The predicted salary is between 40000 - 45000 £ per year.
An extraordinarily talented group of individuals work together every day to drive TNS’ success, from both professional and personal perspectives. Come join the excellence!
Overview
TNS are looking for an Operations Support Technician to join our Sheffield based Operations team, working a 24/7/365 shift pattern. As an Operations Support Technician you will be responsible for the pro‑active monitoring of our Processing managed services and first line fault resolution. The role requires excellent communication and problem‑solving skills as customer communication, service and service availability are critical elements of the role. Being a part of the TNS FinTech division there will be opportunity to learn and develop your skills on new technologies and although previous Payments experience is preferred, we value enthusiasm, commitment, flexibility and drive. If you have previous experience working in an operational environment or working on Windows or UNIX based systems then we would be interested in hearing from you.
Responsibilities
- Working within a shift pattern that provides 24/7/365 cover.
- Supporting our new Orchestration gateways within multiple AWS regions also including multiple Processing managed payment platforms.
- Provide initial point of contact for our customer’s Operations teams.
- Responsible for incident management using ITIL aligned processes.
- Trouble shooting, Incident logging, tracking, escalations, and management of incidents.
- Communicating service incidents and resolution progress updates to internal and external stakeholders.
- Working assigned incident tickets to resolution.
- Support TNS Major Incident Management processes as an integral part of the Operations team.
- Post incident impact analysis, support and corrective actions.
- Work with TNS application technical support in relation to escalated and/or ongoing service incidents and continued knowledge development.
- Manage system jobs and schedules, whilst working to SLA’s.
- Support change management activities.
- Adherence to all documented policies and procedures in the support of service and service availability.
- To provide amendments or generate new work instructions into the operation.
Qualifications
- Technical aptitude and enthusiasm to learn new systems and processes.
- Enjoy trouble shooting.
- Methodical thinker with ability to diagnose problems.
- Ability to work under pressure with a professional attitude.
- Developed customer service skills.
- Happy to work shift patterns (12 hour shifts, 24/7/365 pattern).
- Solid written and verbal communication skills.
- Proficient with Microsoft Office products.
Ideally you will also possess the following, but not essential:
- Knowledge of, or previous experience using helpdesk ticketing systems.
- Incident management experience.
- Working within an AWS environment.
- Knowledge of, or previous experience using monitoring software and systems.
- Previous Payments knowledge/experience or experience supporting Windows or UNIX based systems.
Who would this role fit:
- Someone with previous experience working within a helpdesk environment.
- Someone new within IT environment with IT experience, and a hunger to learn and expand their career within the Payments and IT industry.
- Someone able to logically work through issues, problems, learn, what to build new processes, and who wants to be involved within a busy operation.
TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
Payment Markets Service Support Analyst - Accept & Orchestrate (Onsite) in Sheffield employer: Dormont Manufacturing Co
At TNS, we pride ourselves on fostering a collaborative and dynamic work environment in Sheffield, where our Operations Support Technicians play a crucial role in ensuring service excellence. With a commitment to employee growth, we offer extensive training opportunities in cutting-edge technologies and a supportive culture that values enthusiasm and problem-solving skills. Join us for a rewarding career in the fast-paced FinTech sector, where your contributions directly impact our success and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Payment Markets Service Support Analyst - Accept & Orchestrate (Onsite) in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Payment Markets Service Support Analyst - Accept & Orchestrate (Onsite) in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
