Level 1 Technical Support Agent – Open Banking

About the role

We are seeking a motivated and detail‑oriented Level 1 Technical Support Agent to join our customer support team. The successful candidate will provide initial support for our open‑banking software plugin used by multiple banking clients, managing, triaging and resolving tickets to ensure a seamless customer experience.

Key responsibilities

• Serve as the first point of contact for inbound support requests via ticketing system, email and phone.
• Perform initial analysis and categorisation of tickets based on predefined criteria.
• Address and resolve basic inquiries, guiding users through step‑by‑step solutions.
• Gather necessary information such as screenshots, logs or detailed descriptions.
• Document prerequisites before escalating tickets to Level 2 or Level 3 support.
• Maintain clear, professional communication with customers about ticket status.
• Perform routine administrative tasks on a web platform and learning management system.
• Continuously learn the open‑banking software to handle more complex tickets.
• Contribute to the knowledge base by documenting common issues and resolutions.

Required profile

• Proven experience in customer support, call centre or technical support, preferably in a software or technology environment.
• Exceptional command of English, both written and verbal.
• Strong analytical and problem‑solving abilities with keen attention to detail.
• Ability to assess and triage issues logically and efficiently.
• Excellent interpersonal skills for communicating technical concepts to non‑technical audiences.
• Self‑starter who can work independently and as part of a team.
• Ability to follow detailed instructions for administrative tasks.
• Strong desire to learn and progress to more advanced technical support roles.

Required skills

• Experience with help‑desk ticketing software such as Zendesk, Jira Service Management or Freshdesk.
• Basic understanding of APIs and open‑banking concepts.
• Familiarity with troubleshooting common web‑application and software issues.