At Paysend, we're on a mission to deliver the World's Simplest Money Transfer.
Paysend is a next-generation integrated global payment ecosystem, enabling consumers and businesses to pay and send money online anywhere, anyhow and in any currency. Paysend is UK-based and has global reach having been created in April 2017 with the clear mission to change how money is moved around the world. Paysend currently supports cross-network operability globally across Mastercard, Visa, China UnionPay and local ACH and payment schemes, providing over 40 payment methods for online SMEs.
Paysend can send money to over 170 countries worldwide and has attracted more than seven million consumers to its platform. As a global end-to-end payment platform, Paysend has a global network of banks and international and local payment systems and has partnerships with the major international card networks Visa, Mastercard and China Union Pay as a principal members and certified processors.
Our success is built on supreme technology, friendly customer service and, of course, the very best talent in the FinTech industry. We're looking for the future gamechangers of FinTech to join us as we positively disrupt the personal and business payments markets and make financial services more accessible and inclusive for individuals and small businesses around the world.
Every day is a new challenge at Paysend, and we approach each project with ambition, innovation and creativity.
Key Responsibilities:
- Provide first-level technical support to end-users via phone, email, chat, or in-person, addressing their IT-related issues and inquiries.
- Evaluate and categorize incoming support requests, prioritising them based on urgency and impact on business operations.
- Diagnose and troubleshoot hardware and software issues, guiding users through problem-solving steps and escalating complex problems when necessary.
- Assist users with software installations, updates, and configurations, including common applications and company-specific software.
- Provide guidance and troubleshooting for hardware components such as computers, printers, scanners, and peripherals.
- Handle password reset requests, account unlocking, and user access management as per security protocols.
- Maintain detailed records of support requests, resolutions, and user interactions for reference and reporting.
- Contribute to the development and maintenance of a knowledge base with FAQs, troubleshooting guides, and user resources.
- Utilise remote desktop tools to access and resolve issues on users' computers when on-site support is not feasible.
- Offer basic training to help users become more proficient in using IT resources and software.
- Escalate complex issues to higher-level IT support or specialised teams and ensure prompt resolution.
- Follow incident management procedures to handle critical IT incidents and minimise downtime.
- Provide friendly and professional customer service, ensuring users feel supported and valued.
- Assist with tracking and managing IT assets, including hardware inventory and software licenses.
- Gather user feedback and suggestions to improve IT services and support processes.
- Educate users about security best practices and report any security incidents or breaches.
- Adhere to shift schedules, ensuring coverage during business hours and, in some cases, providing after-hours support.
Skills/Competences:
- Strong knowledge of computer hardware, operating systems (e.g., Windows, macOS), and common software applications.
- Ability to diagnose and resolve a wide range of technical issues effectively and efficiently.
- Excellent customer service and interpersonal skills, including patience, empathy, and active listening.
- Clear and concise verbal and written communication skills for explaining technical concepts to non-technical users.
- Strong problem-solving abilities to analyze issues, identify root causes, and implement solutions.
- Ability to adapt to new technologies, software, and support processes in a dynamic IT environment.
- Proficiency in using remote support tools to assist users with technical issues remotely.
- Thorough documentation skills to maintain accurate records of support requests and resolutions.
- Effective prioritisation skills to handle multiple support requests and incidents simultaneously.
- Collaboration skills to work closely with other IT professionals and departments when necessary.
- Efficient time management skills to meet response and resolution timeframes.
- Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management.
- Basic understanding of cybersecurity principles and the ability to educate users about security risks.
- Capability to provide basic training to users on IT tools and resources.
- Empathetic approach to understanding user frustrations and concerns while providing support.
- Skill in receiving and incorporating user feedback for continuous improvement of IT services.
- Ability to handle multiple support requests and switch between tasks efficiently.
- Capacity to work well under pressure, especially during critical incidents or high-demand periods.
- Willingness to stay updated with the latest technologies and IT trends to provide up-to-date support.
- Awareness and respect for cultural differences when interacting with users in a diverse environment.
- Experience working with MDM solutions (Intune, Jamf)
- Collaboration with DevOps, Security, Monitoring, DBA teams on
common tasks and projects
- Experience working with collaboration tools (Slack, Google Workspace,
Jira, Confluence)
- Basic understanding of financial processes and terminology relevant to the fintech industry.
Why Paysend?
We're looking for people who share our passion for innovation, buy into the Paysend ethos and add value to our team. When you join Paysend, you'll have the chance to grow and develop as the business does.
We believe in empowering people to be successful in their jobs, and we pay them fairly for their expertise. We give everyone the context and tools to operate as business owners and encourage our people to contribute with their hearts, minds and creativity.
In the fast-paced FinTech industry the Paysend journey may not always be easy, but we succeed by working together to create solutions that break the status quo. We employ the right people to help us steer the business towards success and global influence.
If Paysend sounds like the perfect company for you, we'd love to hear from you!
