1st Line Support Engineer, Kent- Fintech client

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We are working with a global fintech within payment services who are expanding rapidly and looking for a 1st line support engineer to join the team. In this role, you will be providing frontline telephone product/solution and general customer support directly to clients, resolving customer queries and promoting excellent customer service both internally and externally. You will report to the Customer Support Team Leader on the Merchant Helpdesk.Client DetailsThe Customer Support team consists of a bustling merchant helpdesk providing the link between their client base and other internal teams and is the first point of contact for their customers. This will also be based on a shift rota which is as follows: Description1st Line Support Engineer, Kent will be responsible for:You will be the first point of contact for all customers for product/solution supportYou will use a support database to log up cases and queriesPerforming remote troubleshooting through diagnostic techniques and pertinent questionsYou will resolve customer queries on products/solutions whenever possible and refer to other teams as requiredYou will have the ability to work logically, being accurate and thorough, whilst paying attention to detailYou will be able to multi-task, particularly under pressure and to deadlines, and within SLA

Profile1st Line Support Engineer, Kent will ideally have: Job OfferGCSE level qualification passes to include English and Mathematics or equivalentProficiency in MS Word and MS ExcelGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issues (Desirable)Knowledge of the card payment industry and service provision (Desirable)Experience of dealing with all levels of personnel internal and external (Desirable)