Customer Support Technical Specialist (Fintech)

TL;DR

Customer Support Technical Specialist (Fintech): Providing technical support for a range of fintech products and services with an accent on diagnosing software, hardware, and Bacs payment processing issues. Focus on resolving complex customer incidents, collaborating with development teams, and driving continuous improvement through AI-enabled service delivery.

Location: Must be based in the UK (Remote with occasional travel for meetings).

Company

hirify.global is a global software provider and subsidiary of Constellation Software Inc., specializing in sustainable, long-term relationships and enterprise management solutions across various vertical markets.

What you will do

• Manage customer enquiries from initial contact through to resolution, ensuring high standards of service.
• Investigate and resolve service calls, documenting resolutions to facilitate continuous improvement.
• Collaborate with Development and QA teams to investigate software defects and provide feedback.
• Drive continuous improvement by identifying product enhancements and adopting AI-enabled service delivery.
• Deliver manual Bacs bureau processing activities to support existing customers.
• Contribute to internal and external knowledge base articles and documentation.

Requirements

• Must be based in the UK.
• Previous experience in a technical customer support role, ideally supporting software applications.
• Good technical understanding of IT systems including SQL databases, networks, and IIS.
• Proficiency in Microsoft Office applications.
• Experience with the UK Bacs payments industry is highly desirable.
• Ability to work effectively under pressure and manage competing priorities.

Nice to have

• Experience supporting hosted software applications within cloud providers such as AWS or Azure.
• Experience working for a Bacs Approved Software Supplier.

Culture & Benefits

• Competitive salary with car allowance and bonus scheme.
• 25 days annual leave with options to buy or sell days.
• Pension contributions (5% employer/employee match).
• Private health insurance, health cash plan, and life assurance (4x base salary).
• Supportive environment with an Employee Assistance Program and Mental Health First Aiders.
• Flexible working arrangements including location, hours, and compressed schedules.