Customer Support Technical Specialist

About this role

Job Description:
Customer Support Technical Specialist
About Us
At Jonas FinTech, we’re all about helping businesses succeed by being a true fintech partner. With over 20 years of expertise, we proudly manage three leading brands: Paygate, London & Zurich, and Power2SMS. Together, we provide solutions for Direct Debit, Bacs, and validation services, and help businesses connect with their customers at scale through SMS and WhatsApp.
We have ambitious plans to expand and enhance our offerings, bringing value to both current and future customers. With an exciting roadmap ahead, we’re constantly exploring new markets, investing in growth, and embracing the latest technologies to elevate our businesses to the next level.
As we scale, we are strengthening our operational capability, governance maturity and data-driven performance. We believe in robust, proportionate governance - the right level for a high-performing small fintech. Not reporting for the sake of it, but structured oversight that drives better decisions, stronger controls and improved customer outcomes.
If you’re passionate about working for a growing, innovative company that puts trust, care, and lasting relationships first, Jonas FinTech is the place for you. Join us on this exciting journey and become part of something big.
As part of the global Vesta Software group within Constellation Software Inc., we combine the agility of a small business with the backing of a large organisation that operates in 20 countries. The group’s focus is on building sustainable, long-term relationships and meeting our customers' software and service needs. For more information, visit the Vesta Software website:
About the Role
We are looking for a highly motivated individual to join our busy Customer Services team. The successful candidate must be able to work effectively under pressure, have excellent communication skills, pay attention to detail, and have a proactive, solution driven attitude to delivering a great customer experience.
You will be providing technical support for a range of products across our brand portfolio, assisting with software and hardware problems via phone, email and using online remote support tools. Queries may cover software, hardware, environmental, technical or programming issues.
Using sound judgment and taking decisions within established procedures for each service request, you will diagnose and skilfully identify and apply prioritisation to the cases open with you whilst adhering to agreed Key Performance Indicators, Service Level Agreements
and quality standards to maximise customer satisfaction.
Responsibilities

• 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.

About You

Your Experience

• 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.

Your Personal Attributes

• Resilient, adaptable and calm under pressure, able to manage competing priorities professionally.

• Logical, analytical and detail-oriented, with a structured approach to problem solving.

• Self-motivated team player who takes ownership, collaborates effectively and delivers against agreed objectives.

• Excellent communication and interpersonal skills, with the ability to build trusted customer relationships whilst explaining technical concepts clearly.

• Comfortable embracing new technologies and AI-enabled ways of working, with a curiosity to learn, adapt and continually improve the customer experience.

• Empathetic, with a high degree of integrity for customers due to the sensitive and confidential nature of client calls and interactions

• An ability to build a rapport with customers

• Strong team-player and willing to take ownership and accountability of tasks outside of your core role

• Goal-oriented and able to work independently as well as in a coordinated effort with other team members on universal customer issues

What we offer:

SALARY & BENEFITS

• 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…