Fintech Helpdesk Support Agent - London - On-Site

If you are passionate about delivering exceptional support experiences and ready to take the next step in your helpdesk career, then come and be part of a dynamic team at the forefront of payment technology! You will be providing technical support to clients and customers upon a leading edge payment technology. This is an excellent opportunity to join a fast-growing fintech company providing payment solutions as a SaaS model. You will be the initial point of contact for their clients when they need assistance. This is a fantastic opportunity for someone looking to grow their customer service and technical support skills in a supportive, team-focused environment. You will work alongside our experienced operations, compliance, project, and technical teams to maintain a high standard of customer service and ensure efficient resolution of technical and operational queries.

Location: London - On-Site - Monday - Friday - 9:00 - 17:30

Salary: Market Rate + Benefits

Key Responsibilities

• Act as the first line of support (to both consumers and businesses), receiving and triaging incoming queries, incidents, and service requests.
• Troubleshoot and resolve common technical issues, escalating more complex problems to senior team members, third parties or developers when necessary.
• Collaborate with internal teams (Tech, Compliance, Service Management) to develop and provide solutions to client queries and issues.
• Maintain accurate documentation of incidents, queries, and resolutions in our ticketing system.
• Assist in monitoring system alerts, ensuring timely escalation to the technical team/management for critical issues.
• Provide input during product testing and release phases, reporting bugs and assisting in follow-up for resolution.
• Contribute to service improvement initiatives by sharing insights from user feedback and common support trends.

Skills & Experience (Required)

• Excellent customer service skills and experience.
• Experience in a helpdesk, technical support, or customer-facing support role.
• Experience of managing tickets in a ticketing system (e.g., Jira, Zendesk, or similar).
• General understanding of ITIL principles (e.g., incident and service request handling), with the desire to deepen knowledge.
• Strong verbal and written communication skills, including the ability to explain technical matters in clear, accessible language.
• Ability to prioritise tasks effectively based on business impact.
• Excellent collaboration skills, working well both independently and with diverse teams.
• Payments (or finance) company experience.
• Familiarity with SQL (ability to run basic queries or willingness to learn).
• Exposure to APIs and reading application logs.
• Background in FinTech or an interest in payments and financial technologies.

Your Personality

• You genuinely enjoy helping customers and building positive relationships.
• You thrive in a team-oriented environment and communicate effectively with colleagues at all levels.
• You are eager to learn, adaptable, and open to feedback to continually improve your skills.
• You are proactive, take initiative in resolving issues, and look for ways to refine processes.
• You maintain a high level of professional integrity and commitment to quality.

Why Join Us?

• Growing FinTech Environment: Immerse yourself in the fast-paced world of payments, with plenty of opportunities to develop your skills and experience.
• Collaborative Team: Work within a close-knit, supportive team that values learning, creativity, and mutual success.
• Career Development: Gain exposure to a wide range of operational and technical functions, setting you up for long-term career growth.

Seniority level: Associate

Employment type: Full-time

Job function: Information Technology

Industries: Staffing and Recruiting and IT Services and IT Consulting