At a Glance
- Tasks: Deliver exceptional support to users via chat, phone, and tickets.
- Company: Join Epassi, a fast-growing leader in employee benefits across Europe.
- Benefits: Enjoy a supportive work environment with opportunities for personal and professional growth.
- Other info: Be part of a collaborative culture that values respect and shared success.
- Why this job: Make a real impact on user wellbeing while developing your skills in a dynamic setting.
- Qualifications: Strong communication skills and a customer-centric attitude are essential.
The predicted salary is between 25000 - 30000 € per year.
Are you interested in joining one of Europe's fastest growing companies? Do you want to impact the wellbeing of millions of users? If yes, join us to make an impact in a fast-paced and dynamic environment where you'll play a key role in delivering an exceptional support experience that keeps our users at the heart of everything we do. Epassi's purpose is to boost everyday well-being. We are a leading provider of employee benefit solutions across Europe.
Your Mission at Epassi
Your mission is to deliver an exceptional first-line support experience for Zest users. You will be the first point of contact for clients reaching out via live chat, telephone and Zendesk support tickets - championing the user internally and resolving queries quickly, professionally and with genuine care. You'll combine strong communication skills with a growing technical mindset to ensure every interaction leaves the user feeling heard and helped.
Your Responsibilities Will Be
- Acting as the first point of contact for Zest users via online chat, telephone and Zendesk
- Championing the user internally and advocating for the client experience across the business
- Providing timely, accurate and empathetic responses to all inbound queries
- Managing and progressing allocated tickets, with proactive updates throughout
- Liaising with internal teams (Product, Account Management & Project Consultants) to find resolutions
- Escalating complex issues appropriately and following through to resolution
- Maintaining compliance with data protection, information security and company policies
- Handling and classifying all client information responsibly and accurately
You'll Be Successful in This Role If You
- Consistently resolve tickets within agreed Service Level Agreements (SLAs)
- Achieve high client satisfaction scores and receive positive feedback on your interactions
- Maintain accurate, well-documented tickets in Zendesk
- Build strong working relationships with internal teams
- Demonstrate clear growth in product knowledge and support skills within your first six months
- Proactively flag recurring issues to drive continuous improvement
What You'll Be Doing (Daily)
- Monitoring and responding to Zendesk tickets, chat and phone channels
- Logging, categorising and updating support cases in Zendesk accurately
- Troubleshooting issues with the Zest application and platform, escalating where needed
- Staying up to date with known platform issues and upcoming product releases
- Contributing to knowledge base articles and internal documentation
- Attending team stand-ups and support team meetings
- Adhering to coverage requirements for core support hours
What You Should Bring
- A natural curiosity and a technical mindset - you enjoy figuring out how things work
- Confidence in conversation and strong active listening skills
- Excellent attention to detail and accuracy when handling data and documentation
- An ability to stay organised and calm under pressure in a fast-paced environment
- A genuinely customer-centric attitude - you care about the experience you deliver
- A collaborative, positive approach and willingness to support the wider team
- Customer-facing experience (retail, hospitality, volunteer work) is a strong advantage
- Previous experience in a support or help desk role is desirable but not essential
Your Language Profile
English - professional working proficiency (essential)
Your Track Record
- Stepping into your first professional role, or early in your career
- Comfortable picking up new software, tools and processes quickly
- Confident using Microsoft Outlook, Excel and Word
- Basic awareness of GDPR or data-protection principles is a plus
- A-Level (or equivalent), relevant vocational or business qualification - nice to have
- Any exposure to customer service, administration or training environments is welcome
Why You Should Join Us
- Be part of an ambitious growth journey and join a global community of driven, bold, entrepreneurial, yet humble Epassians in a company that is constantly evolving
- Work with a clear purpose - boosting everyday wellbeing - and create a meaningful, positive impact on both individuals and society
- Thrive in an open and inclusive culture with low hierarchy, where relationships are built on respect, camaraderie, and shared successes and challenges
- Come as you are - we'll bring out the best in you and support your personal and professional growth
- Join a fast-growing tech company with a strong financial foundation, offering opportunities to grow and make an impact together with us
- Benefit from an inspiring and supportive work environment where employee wellbeing is a true priority
- Contribute to solidifying our position as the number one player in Europe's employee benefit market and help shape the next wave of success
Junior Support Analyst in Haywards Heath employer: Epassi
Epassi is an exceptional employer that prioritises employee wellbeing and fosters a dynamic, inclusive work culture in Haywards Heath. As a Junior Support Analyst, you'll be part of a fast-growing tech company with ample opportunities for personal and professional growth, where your contributions directly impact the wellbeing of millions. Join a team that values respect, collaboration, and continuous improvement, all while working towards a meaningful purpose in the employee benefits sector.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Support Analyst in Haywards Heath
✨Tip Number 1
Get to know the company inside out! Research Epassi's mission, values, and recent achievements. This will not only help you tailor your conversations but also show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for users, being clear and confident in your responses is key. Try role-playing with a friend or family member to get comfortable with common support scenarios.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully resolved issues. This will demonstrate your ability to handle queries effectively and keep users happy.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our amazing team at Epassi.
We think you need these skills to ace Junior Support Analyst in Haywards Heath
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Junior Support Analyst role. Highlight your customer service experience and any technical skills that align with what we're looking for. This shows us you’re genuinely interested in the position!
Showcase Your Communication Skills:Since you'll be the first point of contact for our users, it's crucial to demonstrate your strong communication skills. Use clear and concise language in your application, and maybe even share an example of how you've effectively resolved a customer query in the past.
Be Genuine and Personable:We love candidates who show their personality! Don’t be afraid to let your passion for helping others shine through in your application. A friendly tone can go a long way in making your application stand out.
Apply Through Our Website:To make sure your application gets to us directly, apply through our website. It’s the best way to ensure we see your application and can consider you for the role. Plus, it’s super easy!
How to prepare for a job interview at Epassi
✨Know the Company Inside Out
Before your interview, take some time to research Epassi and its mission. Understand their products and how they impact user wellbeing. This knowledge will not only impress your interviewers but also help you align your answers with the company's values.
✨Showcase Your Communication Skills
As a Junior Support Analyst, strong communication is key. Practice articulating your thoughts clearly and concisely. Consider role-playing common support scenarios with a friend to demonstrate your ability to handle queries with empathy and professionalism.
✨Prepare for Technical Questions
Brush up on basic technical concepts related to customer support and the tools mentioned in the job description, like Zendesk. Be ready to discuss how you would troubleshoot common issues or manage support tickets effectively.
✨Demonstrate Your Customer-Centric Attitude
Think of examples from your past experiences where you went above and beyond for a customer. Whether it’s from retail or volunteer work, share these stories to highlight your genuine care for user experience and your proactive approach to problem-solving.
