At a Glance
- Tasks: Resolve technical queries and support customers with our FinTech software.
- Company: Join Finastra, a global leader in financial services software.
- Benefits: Enjoy unlimited vacation, hybrid working, and comprehensive health benefits.
- Other info: Be part of an inclusive culture with great career development opportunities.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Excellent IT and communication skills; customer support experience preferred.
The predicted salary is between 30000 - 40000 £ per year.
At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.
The Technical Support Representative will be part of a team that resolves technical queries from customers via telephone, email and remote support for our suite of FinTech software products. This role is based at our Bangor (North Wales) site.
Responsibilities & Deliverables:
- IT problem solving
- Dealing with customer IT queries as part of the support team.
- Ensuring that customers are dealt with in a polite and professional manner
- Advise customer about best practice and how to use the system most effectively for their business needs.
- Working to defined timescales and SLAs.
- Liaise with other team members and customers.
- Liaise with development/management.
- Build an in-depth knowledge of existing products and services, as well as new services once delivered.
- Maintain excellent record keeping.
- Assisting the team as necessary with other ad hoc work.
- Understand and follow company procedures and policies.
Required Experience/Attributes:
- Excellent IT skills.
- Experience in customer support services.
- Excellent communication and telephony skills.
- Ability to meet targets and reach deadlines.
- Ability to understand client requirements.
- Attention to detail.
- Good level of general education, Diploma/certificate level or equivalent in an IT related subject desirable.
- Must be friendly, helpful and able to impart information in a clear and effective manner.
- Must be a team player with a professional working attitude.
- A desire to learn, to improve and to achieve required objectives.
Working hours:
These working hours are the current support hours, they might be subject to change in the future. Monday – Friday, shifts covering support hours from 08:00 - 22:00.
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:
- Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
- Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.
- Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.
- Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
- Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.
- Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
- Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.
At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.
Be unique. Be exceptional. Help us make a difference at Finastra.
Customer Support Associate in Bangor employer: Finastra
At Finastra, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions flexibility, well-being, and inclusion. Our Bangor site provides employees with unlimited vacation, hybrid working options, and access to comprehensive health benefits, alongside numerous opportunities for career development through our Skills & Career Navigator tool. Join us to be part of a diverse team that values your unique contributions and supports your growth in the dynamic world of financial services technology.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Associate in Bangor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Finastra. 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 Finastra 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 Customer Support Associate in Bangor
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 Finastra:Your cover letter is your chance to shine! Tell us why you want to work at Finastra 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 Finastra!
How to prepare for a job interview at Finastra
✨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.
