Trust Payments
Technical Support Officer (Trust Retail)
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Company Description
Trust Payments is an MFSA-regulated in Malta; and an FCA-regulated company in the UK. We provide a range of payments and commerce solutions, with market-leading technology and data insights.
We offer innovative payment methods and cutting-edge technologies, with a truly global presence. Our global offices cater to the most demanding business sectors, including retail, travel, hospitality, forex, and financial services.
Driving value for our clients and demonstrating genuine care for their success, is a core value of ours. We also believe in striving to build a better, more sustainable tomorrow and believe in conducting our business ethically, driving social and environmental change.
We have a passionate, collaborative, and diverse culture that recognizes that every employee contributes to our business success.
Find out more at www.trustpayments.com.
Role
Trust Payments have an exciting opportunity for a Technical Support Officer to join our Trust Retail team.
Location: Onsite - Bournemouth, United Kingdom
Salary: Competitive + Benefits
Working Pattern: Office-based role with rotating shifts (currently 08:00-16:00 and 09:00-17:00). Flexibility required as shifts may be scheduled between 07:00-22:00 based on business requirements (These shifts are not currently operational but represent potential future requirements. Flexible working patterns would be discussed and agreed with you should the need arise.)
Training period: The successful candidate will work standard office hours (09:00-17:00) for an initial 2–3-week training period before transitioning to a shift-based schedule.
How will you make an impact in this role?
Join our growing Trust Retail team supporting cutting-edge EPOS and payment solutions. You'll be the technical expert our customers rely on, providing second-line support and ensuring seamless integration of retail payment systems.
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What We Expect of You, Day To Day
- 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
Qualifications
Essential:
- 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
Desirable:
- Experience with Zendesk or similar ITSM tools
- Background in retail or payment services
- ITIL Foundation qualification
- Basic understanding of JavaScript/PHP
- Knowledge of payment systems
Benefits
We offer comprehensive benefits to support our team members and their families' well-being.
Our robust benefits package includes (subject to local office benefits policy):
- Be part of a dynamic, market-leading Fintech experiencing rapid growth
- Flexible work arrangements tailored to role requirements and business needs
- Comprehensive wellness initiatives, including mental health resources supported by internally qualified mental health first aiders
- Extensive leave provisions, encompassing annual, volunteering, and birthday allowances
- Progressive family-oriented policies and benefits, including Maternity, Paternity, and Adoption leave
- Robust compensation package, including pension scheme, healthcare plans, and life assurance
- Regular corporate events fostering team cohesion and company culture
- Diverse company culture and global working environment
- Continuous professional development and career advancement opportunities
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Equal Opportunities
Offer of employment with Trust Payment is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Trust Payments is an Equal Opportunities Employer. We are a growing business with an aspiration to create a truly inclusive working environment, where each employee can reach their full potential. We celebrate the differences that exist within our teams.
If you require reasonable adjustments to be made to enable you to apply for a role with us or wish to provide feedback about the accessibility of this website, please contact the Talent Acquisition Team.
Automated Assessment Notice
Trust Payments may use automated tools during our recruitment process, including skills assessments and application screening questions. All decisions involve human oversight and comply with data protection legislation. Candidates can request human review of any automated screening decisions.
Next Steps
Ready to revolutionize fintech? If you're excited about this opportunity, we'd love to hear from you!
Our Talent Acquisition Team will review your application promptly. We'll contact successful candidates via email and phone to discuss the next steps, including our inclusive interview process.
To submit your CV for this opportunity, please complete the application form and click 'Apply' now.
Get a glimpse into the exciting world of Trust Payments through:
- Our Careers Page
- Our LinkedIn Life Pages
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