Junior Support Analyst

About Epassi

Epassi’s purpose is to boost everyday well‑being. We are a leading provider of employee‑benefit solutions in Europe. Established in Finland in 2007 and first to launch a mobile‑payable employee‑benefit payment solution in Europe in 2008, we have consistently grown, diversifying products and expanding services into new markets. We have been named one of the fastest‑growing companies in Europe by the Financial Times multiple times.

Your mission is to deliver an exceptional first‑line support experience for Zest users. You will be the first point of contact for clients reaching out via live chat, telephone and Zendesk tickets—championing the user internally and resolving queries quickly, professionally and with genuine care. You’ll combine strong communication skills with a growing technical mindset to ensure every interaction leaves the user feeling heard and helped.

• Act as the first point of contact for Zest users via online chat, telephone and Zendesk
• Champion the user internally and advocate for the client experience across the business
• Provide timely, accurate and empathetic responses to all inbound queries
• Manage and progress allocated tickets, offering proactive updates throughout
• Liaise with internal teams (Product, Account Management & Project Consultants) to find resolutions
• Escalate complex issues appropriately and follow through to resolution
• Maintain compliance with data protection, information security and company policies
• Handle and classify all client information responsibly and accurately

• Monitor and respond to Zendesk tickets, chat and phone channels
• Log, categorize and update support cases in Zendesk accurately
• Troubleshoot issues with the Zest application and platform, escalating where needed
• Stay up to date with known platform issues and upcoming product releases
• Contribute to knowledge base articles and internal documentation
• Attend team stand‑ups and support team meetings
• Adhere to coverage requirements for core support hours

• Consistently resolve tickets within agreed Service Level Agreements (SLAs)
• Achieve high client satisfaction scores and receive positive feedback on interactions
• Maintain accurate, well‑documented tickets in Zendesk
• Build strong working relationships with internal teams
• Demonstrate clear growth in product knowledge and support skills within the first six months
• Proactively flag recurring issues to drive continuous improvement

• A natural curiosity and a technical mindset – you enjoy figuring out how things work
• Confidence in conversation and strong active listening skills
• Excellent attention to detail and accuracy when handling data and documentation
• Ability to stay organized and calm under pressure in a fast‑paced environment
• A genuinely customer‑centric attitude – you care about the experience you deliver
• A collaborative, positive approach and willingness to support the wider team
• Customer‑facing experience (retail, hospitality, volunteer work) is a strong advantage
• Previous experience in a support or help desk role is desirable but not essential

• English – professional working proficiency (essential)

• Stepping into your first professional role or early in your career
• Comfortable picking up new software, tools and processes quickly
• Confident using Microsoft Outlook, Excel and Word
• Basic awareness of GDPR or data‑protection principles is a plus
• A‑Level (or equivalent), relevant vocational or business qualification – nice to have
• Any exposure to customer service, administration or training environments is welcome

• Be part of an ambitious growth journey and join a global community of driven, bold, entrepreneurial, yet humble Epassians in a company that is constantly evolving
• Work with a clear purpose – boosting everyday wellbeing – and create a meaningful, positive impact on individuals and society
• Thrive in an open and inclusive culture with low hierarchy, where relationships are built on respect, camaraderie, and shared successes and challenges
• Come as you are – we’ll bring out the best in you and support your personal and professional growth
• Join a fast‑growing tech company with a strong financial foundation, offering opportunities to grow and make an impact together with us
• Benefit from an inspiring and supportive work environment where employee wellbeing is a true priority
• Contribute to solidifying our position as the number one player in Europe’s employee‑benefit market and help shape the next wave of success