Technical Support Officer (Trust Retail)

Overview

In this role you support Trust Retail’s cutting-edge EPOS and payment solutions, acting as the technical expert for second-line issues. You’ll work closely with merchants, banks and partners to ensure smooth integrations and reliable support, contributing to a 24/7 service on rotation. The position fits within a global fintech environment that values collaboration and customer success. You will help shape resilient payment experiences for retailers and merchants.

Pay / Benefits

• Flexible work arrangements
• Wellness initiatives including mental health resources
• Extensive leave provisions (annual, volunteering, birthday)
• Pension scheme
• Healthcare plans
• Life assurance

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

• customer-focused
• problem-solving
• clear communication
• Zendesk or ITSM tools (desirable)
• Salesforce
• CRM tools

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