Customer Support Technical Specialist

About Us

Jonas Fin Tech is a fintech partner supporting businesses with Direct Debit, Bacs, and validation services. We manage three leading brands – Paygate, London & Zurich, and Power2

SMS – and help clients connect through SMS and Whats App. As part of Vesta Software Group within Constellation Software Inc., we combine small‑business agility with the backing of a large multinational group.

We are seeking a highly motivated individual to join our Customer Services team. The role requires working effectively under pressure, communicating clearly, paying close attention to detail, and adopting a proactive, solution‑driven attitude to deliver a great customer experience.

• Manage customer enquiries from initial contact to resolution, ensuring timely communication and accurate case management.
• Investigate and resolve service calls and incidents, documenting steps taken and resolutions for training and continuous improvement.
• Collaborate with Development and QA teams to investigate software defects, provide resolutions, and suggest improvements.
• Own your workload and be flexible to support colleagues when required.
• Drive continuous improvement by identifying opportunities to enhance products, services, and working methods, including feedback on usability and functionality.
• Contribute to knowledge management, root cause analysis, and the adoption of AI‑enabled service delivery.
• Provide out‑of‑hours support as required and where agreed in advance.
• Create and maintain internal and external collateral such as knowledge base articles, videos, and root‑cause documentation.
• Perform manual Bacs bureau processing activities as required, ensuring a high degree of efficiency, security, and customer experience.

• Experience working for a Bacs Approved Software Supplier is highly desirable.
• Experience of the UK Bacs payments industry, including Direct Debit and Managed Bureau services (or willingness to develop this expertise).
• Previous technical customer support experience, ideally for software applications.
• Proficiency in Microsoft Office applications.
• Basic IT systems knowledge – SQL databases, networks, and IIS.
• Experience supporting hosted software applications in cloud environments such as AWS or Azure is desirable.

• Resilient, adaptable, and calm under pressure while managing competing priorities.
• Logical, analytical, and detail‑oriented with a structured problem‑solving approach.
• Self‑motivated team player who takes ownership, collaborates effectively, and delivers against objectives.
• Excellent communication and interpersonal skills, capable of building trusted customer relationships and explaining technical concepts clearly.
• Comfortable embracing new technologies and AI‑enabled ways of working, with curiosity to learn and improve the customer experience.
• Empathetic, with a high degree of integrity for customers due to the sensitive and confidential nature of interactions.
• Strong rapport‑building skills with customers and willingness to take ownership and accountability of tasks beyond the core role.
• Goal‑oriented and able to work independently as well as in coordination with team members on universal customer issues.

• Competitive salary plus car allowance and bonus.
• 25 days annual leave (option to buy or sell additional days).
• 10 days rolling sick plan with an Extended Illness Pay scheme.
• Pension contributions: 5% employee and 5% employer.
• Enhanced benefits:
  Life Assurance 4x base salary;
  Private Health Insurance;
  Health Cash Plan;
  Personal Travel Insurance;
  Cycle to Work scheme;
  Electric/Hybrid Vehicle Leasing scheme.
• Premier Benefits: discounts at high‑street retailers.
• Employee Assistance Program (EAP) and Mental Health First Aiders.
• Referral scheme – up to 4000 for each successful referral.
• Internal networking events and community collaboration.

Remote role with occasional UK travel for team meetings, training, or client meetings.

Flexible working in terms of location, hours, start/finish times, core hours, lunch breaks, and work‑from‑home arrangements. Discuss requirements during the interview.

We are an Equal Opportunity Employer. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all.

Equal Opportunity Employer. If you need accommodation for a disability at any stage of the application process, contact recruitment at