IT Product and Implementation Specialist - SaaS

In order to be considered the following is required:

• Customer support and/or implementation within a SaaS, technology or financial services environment
• Some exposure to, or a strong interest in, configuring or implementing software for customers
• Experience using customer support and collaboration platforms such as Zendesk, Confluence, Datadog or similar tools
• Experience working within Agile and/or DevOps environments
• Experience with manual testing of software releases, ideally within a regular deployment cycle
• Willingness to travel to customer sites occasionally

Responsibilities:

Customer Experience & Support:

• Deliver exceptional customer support through timely, professional and solution-focused communication
• Manage incoming customer support requests, including triage, issue replication, prioritisation and coordination with the Product and DevOps teams
• Keep customers informed throughout the lifecycle of support requests, implementations and issue resolution
• Develop and maintain support documentation, user manuals and standard operating procedures
• Prepare and deliver customer reporting, including SLA and operational performance reports
• Monitor customer support metrics and identify opportunities to continually improve service delivery

Implementation & Configuration:

• Support the implementation the platform for new and existing customers, including requirements gathering, configuration and go-live support
• Occasionally work on-site with customers to understand their business processes and help configure the platform accordingly, given that the businessoften underpins core parts of a customer's day-to-day payment operations
• Translate customer requirements into platform configuration, working closely with the Product team where custom development is required
• Support customers through testing, training and cutover to ensure a smooth transition to live operation

Release & Manual Testing Support:

• Assist with manual testing of new features, enhancements and fixes ahead of each weekly production deployment
• Help flag and triage any issues found during pre-production testing, feeding back into the weekly release cycle

Platform Tooling:

• Administer and continuously improve the way the business uses platforms including Zendesk, Confluence, Datadog, Better Stack and other internal tools
• Configure workflows, dashboards and reporting to improve team efficiency, customer visibility and service delivery
• Identify opportunities to streamline processes, improve automation and enhance the tools that support our customers and internal teams

This is an excellent opportunity for someone who enjoys solving problems and working directly with customers in a dynamic, rapidly evolving global payments industry. They are looking for someone with initiative, diligence and a genuine commitment to delivering exceptional outcomes for customers.

Ideally, the candidate must have experience in 1st and 2nd line support within an FX or payments environment, with a proven track record of managing end-to-end implementations including requirements gathering and post-go-live support. They should also have some technical ability, comfortable investigating complex issues by searching logs and querying databases.

If you are interested in this opportunity and meeting the above requirements, please URGENTLY email us your CV.

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Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application.