At a Glance
- Tasks: Deliver exceptional first-line support for Zest users via chat, phone, and tickets.
- Company: Join Epassi, a leading employee-benefit solutions provider in Europe.
- Benefits: Enjoy a supportive work environment, personal growth opportunities, and a meaningful impact.
- Other info: Collaborative culture with opportunities to grow and thrive in your career.
- Why this job: Be part of a fast-growing tech company making a difference in everyday wellbeing.
- Qualifications: Curiosity, strong communication skills, and a customer-centric attitude are key.
The predicted salary is between 25000 - 30000 £ per year.
About Epassi
Epassi’s purpose is to boost everyday well‑being. We are a leading provider of employee‑benefit solutions in Europe. Established in Finland in 2007 and first to launch a mobile‑payable employee‑benefit payment solution in Europe in 2008, we have consistently grown, diversifying products and expanding services into new markets. We have been named one of the fastest‑growing companies in Europe by the Financial Times multiple times.
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 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.
Responsibilities
- Act as the first point of contact for Zest users via online chat, telephone and Zendesk
- Champion the user internally and advocate for the client experience across the business
- Provide timely, accurate and empathetic responses to all inbound queries
- Manage and progress allocated tickets, offering proactive updates throughout
- Liaise with internal teams (Product, Account Management & Project Consultants) to find resolutions
- Escalate complex issues appropriately and follow through to resolution
- Maintain compliance with data protection, information security and company policies
- Handle and classify all client information responsibly and accurately
Daily Work
- Monitor and respond to Zendesk tickets, chat and phone channels
- Log, categorize and update support cases in Zendesk accurately
- Troubleshoot issues with the Zest application and platform, escalating where needed
- Stay up to date with known platform issues and upcoming product releases
- Contribute to knowledge base articles and internal documentation
- Attend team stand‑ups and support team meetings
- Adhere to coverage requirements for core support hours
Success Criteria
- Consistently resolve tickets within agreed Service Level Agreements (SLAs)
- Achieve high client satisfaction scores and receive positive feedback on 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 the first six months
- Proactively flag recurring issues to drive continuous improvement
Requirements
- 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
- Ability to stay organized 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
Language Skills
- English – professional working proficiency (essential)
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
Benefits
- 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 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 London employer: Epassi
Epassi is an exceptional employer that prioritises employee well-being and fosters a collaborative, inclusive culture in Haywards Heath. As a Junior Support Analyst, you will be part of a dynamic team dedicated to delivering outstanding support while enjoying opportunities for personal and professional growth within a fast-growing tech company. With a strong focus on respect and camaraderie, Epassi empowers its employees to make a meaningful impact in the employee-benefit market across Europe.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Support Analyst in London
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like Epassi value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like Epassi a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with Epassi!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like Epassi.
We think you need these skills to ace Junior Support Analyst in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for Epassi!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at Epassi
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
