Technical Support Officer (Trust Retail)

Overview

In this role you will be the technical expert for Trust Retail, ensuring seamless integration and operation of retail payment systems. You will provide second-line support, manage escalations, and work with banks and developers to maintain 24/7 support on a rotation. You’ll help merchants troubleshoot till integrations and support services, contributing to a high-quality customer experience in a fast-paced fintech environment. Your work will directly support cutting-edge EPOS and payment solutions that power retail success.

Pay / Benefits

• Flexible work arrangements
• Wellness initiatives and mental health resources
• Extensive leave provisions (annual, volunteering, birthday)
• Family-oriented policies (maternity, paternity, adoption leave)
• Pension scheme, healthcare plans, life assurance
• Regular corporate events

Responsibilities

• Resolve technical issues via Zendesk (phone & email)
• Support customers with till systems, integrations, and merchant services
• Manage escalations and liaise with banks and development partners
• Contribute to our 24/7 support model on rotation

Key requirements

• 1+ years in a technical support or similar role
• Experience supporting customers via phone and email, including managing challenging situations
• Ability to manage a busy workload in a fast-paced environment
• Strong IT skills (Microsoft Office, Salesforce, CRM tools)
• Problem-solving skills with the ability to explain technical concepts clearly
• Experience working in an ITIL environment

• Communication skills
• Customer care under pressure
• Problem-solving
• Microsoft Office
• Salesforce
• CRM tools

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