W/D Customer Support L2

Paydock is a Fintech Scaleup. We provide a sophisticated payment solution to online merchants who want to increase profit and flexibility in their payment solution. We work with large retailers, financial institutions, marketplaces and large Not-For-Profits. Our teams are located internationally across London, Ukraine and Australia.

Paydock is seeking a W/E Customer Support L2 based in Australia to join our global team. Your key role will be to provide L2 support and involvement in managing day to day issues via ticketing system at a senior level, providing network & infrastructure support to the organisation and resolving more technical issues escalated from the help desk.

You will have the opportunity to work with global leaders, payment service providers and technology vendors across Europe, APAC, US and other markets while being part of the next generation of payments for merchants and the industry.

**Reports**

As a significant role in the business you will report into the Support Team directly reporting to the Support Manager.

**Responsibilities**:

- Complete commitment to our strategic partners, especially WRT to work ethic.
- Ability to interrogate logs
- The ability to see through status and other constructed interpersonal dimensions and be objective.
- Investigate and troubleshoot all incidents and provide workable solutions for our clients
- Engage in proactive troubleshooting and providing strategic solutions to a variety of technical, escalated issues.
- Be able to answer queries accurately and quickly, with a natural ability to predict the client needs and requirements
- Deliver excellent customer service while managing customer expectations by providing clear communication to clients, team members and other stakeholders
- Record all work in compliance with company policy
- Working towards solutions with customers in the most timely manner
- Resolving and triaging customer queries independently
- Building strong internal relationships with the development team and escalating issues where necessary

**Skills and Experiences (Must Have)**:

- Minimum 3 years of relevant L2 experience
- A degree in Computer Science, Engineering or a related discipline.
- Strong work ethic
- Excellent communication and interpersonal skills
- Professional phone manner with a genuine customer service focus
- Well-developed analytical and problem solving skills
- The ability to work effectively under tight deadlines
- Excellent time management and prioritisation skills
- Demonstrable empathy
- Proven ability to work with matrixed client relationships.
- Ability or confidence to work across multiple time zones.
- Ability to develop relationship management skills
- A self-starter attitude (curious, motivated and resourceful), with an eagerness to learn

**It would be great if you have (Not essential)**:

- Experience working in fast growth scaleup
- Paytech experience
- Experience working across multiple time zones

**What's in it for you?**:

- A good, competitive salary
- A great company culture
- Share options
- Flexible working: Remote
- Regular company away days and social events
- 20 days of paid annual leave Up to 10 days of paid sick leave (including mental health days) per year

**What's it like to work at Paydock?**

Paydock is entering a new phase of growth led by an experienced senior team. You'll be part of a successful, highly motivated, and extremely collaborative team. The Paydock Values are central to everything we do and drive us to deliver better and more beautiful payment experiences to benefit our customers, our staff and the community. To really thrive at Paydock, you'll need to believe in and be prepared to do your work in line with our values, which are:
**1. Opportunity**

We create and seize opportunities. Every moment, interaction, click, word, decision presents an opportunity. At Paydock we are committed to creating opportunities for customers, staff and community. This will be achieved by what we do (our product) - and how we do it (our team and culture).

**2. Stewardship**

We take responsibility for opportunities. Opportunity presents no value unless stewarded into a meaningful outcome. We believe that since opportunities are unique, each must be made the most of before we can call ourselves successful.

**3. Mastery**

We are world-leaders. In order to succeed in the above, we commit ourselves to mastering our chosen domain - payments. It is our desire that our customers benefit from our mastery.

**4. Beauty**

We want everything we do to be elegant. The result of mastery is always beauty. We believe that beauty in payments, once delivered, will enable our customers to craft new and powerful experiences for themselves and their donors and customers.

**Paydock is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or