Application Support/L2 Customer Support Analyst

About FreemarketFX Limited

Freemarket is a specialist in cross-border payments and currency exchange. We work with businesses to accelerate growth by giving them access to cross-border payments and currency exchange optimised for their needs. Freemarket does this by blending its own technology, insights, experience and industry connections with the best technology and banking service infrastructures available.

The opportunity is to join a Technology team that is at the beginning of a very exciting journey to a micro services architecture as we look to build out our APIs, developer portal, enhance our UI/UX and re-engineer key business and operational journeys. Our business is growing fast and has established a successful suite of products in the market and we're now significantly ramping up our technical capacity and expertise to take advantage of the significant commercial opportunities we have.

Technology Team

We are a multi-skilled team of Developers, Application Support Analysts, DevOps Engineers and QA Engineers who consistently create a top-class and innovative platform delivered to our B2B customers. We are at our best when the whole team is collaborating to deliver the best software we can.

Role Overview

• An exciting opportunity to join a small but critically important and growing L2/Application Support team, reporting to the Head of Application support.
• Investigating client facing issues and providing a comprehensive solution or liaising with the relevant teams to find a solution.
• Identifying bugs and areas of improvement
• We're on an exciting scaling and automation journey this is an opportunity to make significant impact in a rapidly growing business

Personal attributes

• You are an inquisitive person and a true problem solver
• You work effectively in a team and on individual projects
• You have a strong attention to detail and are accurate in your work.
• You are an outstanding collaborator, working very effectively across different stakeholders.
• You excel at working in an ambiguous and changing environment as the business grows and evolves
• Self-motivated, continue to meet targets when working remotely

Core Technical Skills

• SQL experience – ability to write a query, execute stored procedures
• Working knowledge of API's – Postman (or similar) for testing, troubleshooting customer integration issues
• Strong general Microsoft knowledge (Azure, Windows & Office)
• Very comfortable with Atlassian administration (Jira & Confluence)
• Working with 3rd party suppliers
• Reviewing and analysing log/audit files
• Clearly articulate ideas, problems & suggestions both verbally & in written communication
• Ability to communicate complex technical information in user-friendly ways, to customers and internally
• Process focused, able to follow complex process, review and refine if needed
• Know when & how to escalate issues or concerns, able to work across multiple & changing teams effectively.
• Accessing multiple 3rd party providers to complete a multitude of responsibilities
• Understanding of the Product Development lifecycle

Experience

• 3+ years Application Support and Customer Service L2/L3 hands-on experience
• Experience in a SaaS environment
• Start-up or scale-up experience desirable
• Finance or FinTech experience desirable (but not necessary)

Responsibilities

• Primary escalation point for all issues that are unable to be resolved by Client Support. Liaising internally with team members, development, commercial or externally with suppliers as necessary.
• Become a subject matter expert for the Freemarket platform
• Manage the work with third party hosting and support providers
• Configure customer API and guide the customer through successful seamless integration with the platform
• Maintain user and account management via custom built tooling and SQL
• Administrator Jira and Confluence
• Document new and improved processes for the Application support team and wider business
• Identify and pursue opportunity for automation
• Raise and track platform defects with development. Discuss and agree priority with the product team
• Pulling custom reports via SQL
• Adhere and contribute to team KPIs and SLAs
• Identify opportunities to add value and innovate that improve the end user experience, and work with other the Technology Team to design a process to get these evaluated and prioritised.
• Be part of the Technology Team, contribute and challenge ideas in a constructive and progressive manner
• Contribute to ongoing projects across the business
• Producing internal Incident reports, collaborating with all departments to ensure accurate reporting is achieved.