Level 1 Incident Support

Job Description

<p>W1TTY is a fast-growing UK based fintech, setting the new standards for digital finance. We’re building a new digital finance platform and a fully mobile-based finance app, offering multicurrency accounts, domestic and international transfers, debit cards, and instant payments. Amongst our platform are components such as core banking, mobile banking, cards systems, and many more.</p><p><br></p><p>We are seeking an experienced <strong>L1 Incident Support</strong> who will be responsible for providing 24/7 support and incident management for our digital bank application. Your primary role will be to ensure the smooth operation of the Digital Bank App by managing incidents and escalating complex problems to higher support levels when necessary. You will play a crucial role in maintaining high customer satisfaction and delivering exceptional technical support.</p><p><br></p><p><strong>Responsibilities:</strong></p><ul><li>Provide 24/7 support for the digital bank application, responding to internal team inquiries.</li><li>Act as the first point of contact for customer support, triaging and resolving incidents in a timely and efficient manner.</li><li>Document all customer interactions, troubleshooting steps, and incident resolutions accurately in the ticketing system.</li><li>Collaborate with internal teams, including developers, system administrators, and QA engineers, to resolve complex technical issues and improve the app’s stability and performance.</li><li>Provide clear and concise instructions to customers, guiding them through troubleshooting steps and assisting with app navigation.</li><li>Identify and escalate high-priority incidents to the appropriate support levels, ensuring timely resolution and minimal impact on customer experience.</li><li>Stay up to date with the latest features and enhancements of the digital bank app to provide accurate and relevant support to customers.</li></ul><p><br></p><p><strong>Skills and experience:</strong></p><ul><li>Bachelor’s degree in a computer science or related field.</li><li>Previous 1-2 years of experience in a technical support role, preferably in the banking or financial industry.</li><li>Proficiency in using Jira or similar ticketing systems for incident management and workflow coordination.</li><li>Strong knowledge of digital banking applications and their functionalities.</li><li>Familiarity with incident management processes and ticketing systems.</li><li>Excellent problem-solving skills, with the ability to diagnose and resolve technical issues effectively.</li><li>Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals.</li><li>Ability to work independently and collaboratively in a fast-paced, 24/7 support environment.</li></ul><p><br></p><p><strong>Benefits working at W1TTY:</strong></p><ul><li>Work in an international company.</li><li>Various opportunities to grow within the company.</li><li>Competitive salary.</li><li>Possibility to make an impact on international business success</li></ul><p><br></p>