Technical Support Specialist

Salary: £28,000

About Blink Payment

Blink Payment makes accepting and reconciling payments easy. Whether businesses are looking to take payments online or in person; they are completed through one simple platform. Our all-in-one solution supports multiple payment methods, which includes open banking, payment links, virtual terminals (paying over the phone), card machines, and can integrate with various software providers, such a Xero or QuickBooks, through easy-to-use API's.

It’s an exciting time to join us – as we’re growing fast! With new products, customers and huge plans for exponential growth, there’s plenty of opportunity to make your mark.

What makes us unique?

1. A platform that provides options - Our platform provides every payment type a business will ever need, allowing your business to adapt and grow alongside your payment provider.

2. Simplicity - We like to keep things simple, there's no need for multiple platforms, business payments and reconciliations are kept in one easy-to-use platform.

3. Personal touch - A support team available via online live chat, email, WhatsApp and phone, to resolve any issues. With a current average response time of 6 seconds to answer phone calls.

Our core values:

🚀 Be proactive

We value people who take initiative and step forward. At Blink Payment, you’re trusted with real responsibility early, and progress comes from acting within clear priorities - not waiting to be told.

🛠️ Own the solution

We take ownership of outcomes, not just tasks. People here are expected to solve problems, improve what’s in front of them, and see things through to completion.

🏅 Win with integrity

How we achieve results matters. We hold high standards for how we work - with customers, partners, and each other – and we expect people to act with honesty and accountability.

🤝 Ready to help

We work closely and support each other to get things done. Being in the same space helps us move faster, solve problems in real time, and stay connected as a team.

The Role:

We are looking for a curious, technically minded Technical Support Specialist to help us in delivering an exceptional customer experience. You may already have experience in technical support, or you may be looking to build your career after completing a relevant qualification, such as computer science, software development, IT, or another technology-focused course.

In this role, you’ll build and maintain strong relationships with clients and colleagues across the business to act as a bridge between our clients, the support team and the product and engineering team. You will use your problem-solving skills, communication style and willingness to learn to investigate technical queries, triage system bugs and support smooth issue resolution to ensure clients get the very best from the Blink Payment platform.

Key Responsibilities

• Manage escalated support tickets in a professional, diligent and timely manner.
• Maintain meticulous records on Salesforce, ensuring information is accurate and up to date.
• Diagnose and triage potential system bugs, providing clear evidence, causes and potential fixes to the product and engineering team.
• Take ownership of complex API integration cases from investigation through to resolution.
• Interact with clients across multiple communication channels, including live chat, email and phone.
• Diagnose and resolve issues before escalation to the product and engineering team where possible.
• Support and maintain key working relationships with other departments across the business.
• Demonstrate and promote best practice to support and guide first-line team members.
• Continuously identify opportunities to improve processes and enhance support efficiency.
• Investigate potential platform, integration, and API issues, gathering relevant information and diagnostics before escalating to third-line support for further investigation where necessary.

Key Skills/Experience:

• You have excellent attention to detail and strong organisational skills.
• You are a confident communicator with strong interpersonal skills.
• You are confident learning new systems and enjoy applying technical concepts to real customer problems.
• You have an interest in APIs, integrations and how systems connect, with a willingness to develop deeper knowledge in this area.
• You enjoy problem-solving, taking ownership and delivering a high-quality customer experience.

Why join Blink Payment?

• Come on board a fast growing privately owned business
• 26 Days Annual Leave + Bank Holidays
• An additional day of annual leave for your Birthday
• Private Health Insurance (Vitality)
• Access to Perkbox - our flexible benefits portal
• Matched pension contributions up to 6%
• Enhanced maternity/paternity leave
• Frequent company social events