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
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