At a Glance
- Tasks: Provide top-notch technical support for clients in the exciting fintech space.
- Company: Join a fast-growing fintech company leading in payment technology.
- Benefits: Market rate salary, benefits, and opportunities for career growth.
- Other info: Collaborative environment with a focus on learning and development.
- Why this job: Be part of a dynamic team and enhance your customer service skills.
- Qualifications: Experience in helpdesk or technical support with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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.
Fintech Helpdesk Support Agent - London - On-Site employer: W Talent
Join a fast-growing fintech company in London that prioritises exceptional support experiences and fosters a collaborative work culture. As a Fintech Helpdesk Support Agent, you will benefit from a supportive team environment, ample opportunities for career development, and the chance to immerse yourself in the dynamic world of payment technology. With a focus on employee growth and a commitment to quality service, this role offers a rewarding path for those eager to enhance their customer service and technical skills.
StudySmarter Expert Advice🤫
We think this is how you could land Fintech Helpdesk Support Agent - London - On-Site
✨Tip Number 1
Network like a pro! Reach out to people in the fintech industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Get a friend to throw some common helpdesk questions your way. The more comfortable you are with your answers, the better you'll come across during the real deal.
✨Tip Number 3
Show off your tech skills! If you’ve got experience with ticketing systems like Jira or Zendesk, make sure to highlight that in conversations. It’s all about demonstrating you can hit the ground running.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our awesome team!
We think you need these skills to ace Fintech Helpdesk Support Agent - London - On-Site
Some tips for your application 🫡
Show Your Passion for Support:When writing your application, let us know why you're passionate about delivering exceptional support experiences. Share any relevant experiences that highlight your customer service skills and how you enjoy helping others.
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Fintech Helpdesk Support Agent role. Mention your experience with ticketing systems and any technical skills that align with what we're looking for.
Be Clear and Concise:Use clear and accessible language in your written application. We want to see that you can explain technical matters simply, as this is key in a helpdesk role. Avoid jargon unless it's necessary!
Apply Through Our Website:We encourage you to apply directly through our website. This way, your application will be processed more efficiently, and you'll have the chance to showcase your enthusiasm for joining our dynamic team!
How to prepare for a job interview at W Talent
✨Know Your Tech Basics
Brush up on your technical knowledge, especially around payment technologies and common issues that clients might face. Being able to discuss basic troubleshooting steps or even SQL queries can really impress the interviewers.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you provided exceptional customer service. Highlight how you resolved issues and built relationships with clients, as this role is all about helping people!
✨Familiarise Yourself with ITIL Principles
Since the job mentions ITIL principles, it’s a good idea to understand the basics of incident and service request handling. You don’t need to be an expert, but showing that you’re eager to learn will go a long way.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, the tools they use, or their approach to service improvement initiatives. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
