At a Glance
- Tasks: Deliver exceptional support to users via chat, phone, and tickets.
- Company: Join Epassi, a leading employee benefit solutions provider in Europe.
- Benefits: Enjoy a supportive work environment with growth opportunities and a focus on wellbeing.
- Other info: Be part of a fast-growing company with a collaborative culture and ambitious goals.
- Why this job: Make a real impact on user experience 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 - 32000 € 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. We were established in Finland in 2007, and in 2008 we were the first company to launch a mobile-payable employee benefit payment solution in Europe. Since then, we have consistently grown, diversifying our products and introducing our services into new markets. Epassi has been awarded by the Financial Times as one of the fastest-growing companies in Europe on multiple occasions.
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 employer: Epassi
Epassi is an exceptional employer that prioritises employee wellbeing and fosters a dynamic, inclusive work culture. As a Junior Support Analyst in Haywards Heath, you'll be part of a fast-growing tech company with ample opportunities for personal and professional growth, all while making a meaningful impact on the lives of millions. Join us to thrive in a supportive environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Support Analyst
✨Tip Number 1
Get to know the company inside out! Research Epassi's mission, values, and recent achievements. This will not only help you in interviews but also show your genuine interest in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for users, role-play common support scenarios with friends or family. This will boost your confidence and help you respond effectively during real interactions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to referrals, which can be a game-changer in landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and genuinely interested in joining our amazing team at Epassi.
We think you need these skills to ace Junior Support Analyst
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see that you genuinely care about delivering exceptional support and making a difference in users' lives.
Tailor Your CV:Make sure to customise your CV to highlight relevant experiences and skills that match the Junior Support Analyst role. We love seeing how your background aligns with our mission and values!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and free of jargon. This will help us understand your qualifications quickly!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
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.
✨Demonstrate Your Technical Curiosity
Epassi values a technical mindset, so be prepared to discuss how you approach problem-solving. Share examples of when you've figured out how something works or resolved a technical issue, even if it was in a personal project or during previous customer-facing roles.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, support processes, or upcoming product releases. This shows your genuine interest in the role and helps you assess if Epassi is the right fit for you.
