Customer Support Technical Specialist

London & Zurich

Customer Support Technical Specialist supporting software and hardware issues for fintech products. Ensuring high customer satisfaction through effective case management and collaboration with teams.

Posted 7/18/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer inquiries and providing technical support for software applications, with a strong focus on continuous improvement and effective communication. Proficient in Bacs payments processes and skilled in utilizing Microsoft Office and basic IT systems.

Highest-signal resume keywords

Technical Customer SupportBacs Payments Industry KnowledgeSQL Database UnderstandingMicrosoft Office ProficiencyCloud Software Support (AWS, Azure)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Customer SupportBacs Payments ProcessingSQL Database ManagementRoot Cause AnalysisSoftware Defect ResolutionKnowledge ManagementAI-Enabled Service DeliveryBacs Bureau ProcessingIncident InvestigationProcess Improvement

Soft Skills

Timely CommunicationFlexibilityCustomer Service ExcellenceCollaborationProblem Solving

Tools & Technologies

Microsoft OfficeSQL DatabasesIISAWSAzure

Industry Keywords

Bacs Approved Software SupplierDirect DebitManaged Bureau ServicesCustomer FeedbackSoftware Applications

Tech Stack

Tools & technologies

AWSAzureCloudSQL

About the role

Key responsibilities & impact

Manage customer enquiries from initial contact through to resolution, ensuring timely communication, accurate case management and a consistently high standard of customer service
Investigate and resolve service calls and incidents, documenting the steps taken and resolutions identified to facilitate training and continuous improvement of our processes and products
Work closely with the Development and QA teams to investigate and provide resolutions to software defects, providing feedback and improvement suggestions
Take responsibility for the ownership of your own workload and be willing to be flexible to help others with their workload when required
Drive continuous improvement by identifying opportunities to enhance products, services and ways of working, providing customer feedback on product usability and functionality, contributing to knowledge management, root cause analysis and the adoption of AI-enabled service delivery
Provide out-of-hours customer support as required and where agreed in advance
Contribute to the creation and maintenance of internal and external facing collateral, such as knowledge base articles and videos, as well as Root Cause Analysis documentation
Deliver manual Bacs bureau processing activities as may be required to support existing customers – reviewing processes and policies to ensure a high degree of efficiency, security, and customer experience

Requirements

What you’ll need

Experience working for a Bacs Approved Software Supplier is highly desirable
Experience of the UK Bacs payments industry, including Direct Debit and Managed Bureau services (or willingness to develop this expertise)
Previous experience of working in a technical customer support role, ideally supporting software applications, is essential
Proficiency in Microsoft Office applications is required
Good technical understanding of the basic IT systems including SQL databases, networks and IIS
Experience supporting hosted software applications within cloud providers such as AWS, Azure is desirable

Benefits

Comp & perks

Competitive salary plus car allowance and bonus
25 days annual leave (with the option to buy more or sell some)
10 days rolling sick plan, plus an Extended Illness Pay scheme
Pension Contributions: 5% Employee and 5% Employer
Life Assurance 4x base salary
Private Health Insurance
Health Cash Plan
Personal Travel Insurance
Cycle to Work scheme
Electric/Hybrid Vehicle Leasing scheme
My Premier Benefits (discounted high street retailers)
Employee Assistance Program (EAP) and Mental Health First Aiders to support you
Refer a friend scheme – up to £4,000 for each successful referral
Join communities and collaborate with your colleagues through our internal networking events