07421 904 933 // hello@grafttalent.co.uk

Product Support Specialist - City

Ref: 208 Date Posted: Friday 30 Apr 2021
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Graft Talent is excited to announce a fantastic new Product Support Specialist role based in the heart of Leeds. The role will be working for a company that is a leading supplier of testing software and services to the payments sector; an innovative FinTech company at the forefront of developing new technology in this area. They are a trusted and respected partner to some of the financial sector’s blue-chip companies as well as the disruptors who are also looking to transform the world of financial services.

They have a long history of developing new ways of working and challenging the established way of thinking. Straight talkers who want to produce the best possible solutions for customers and need people who can help keep up with a rapidly growing global customer base. Their latest solution delivers a genuine shift in the way testing is done, and is being received positively by both clients and observers.

There are a few key traits the company really values in people. They like people who are ambitious and can couple that with a down to earth approach. The environment encourages ideas and innovation but requires people to roll their sleeves up and commit to delivering quality solutions to clients. In return they are able to offer a chance to work in a company that is evolving and growing rapidly.

The company itself is an equal opportunity employer and is committed to non-discriminatory procedures and practices.

What They Offer

  • Early entry into an ambitious and growing business and the opportunity to develop technically and professionally.
  • Competitive remuneration packages with regular reviews that reward strong performance. We recognise those with the ability to deliver great outcomes for our customers.
  • Exposure to a global market working alongside household names on high profile projects.
  • An open and honest knowledge sharing environment to expand your product and industry understanding.
  • An adaptable business infrastructure that evolves to help you to be the best you can be.
  • A level organisational structure with regular team events that encourages diversity and inclusion.
  • Competitive salary dependent on experience + pension options
  • A range of salary sacrifice scheme is available.
  • Mentoring and leadership to support your personal development.
  • Convenient and modern city centre office
  • Opportunities to travel.
  • A great team of people to work with.

Your Role

We are looking for an experienced, highly motivated, and driven product support specialist to lead our service desk team in a fast-paced and dynamic agile environment.

You will be responsible for the delivery of exceptional levels of service and support to both internal teams and external customers. The t3 product line provides a range of different applications for payments testing. Support is primarily run via an online portal, with occasional telephone or conference call sessions when appropriate.

Our company is evolving as a business and we are looking to move to a more modern approach to support our customers. This will involve 24/7 coverage for our worldwide client base.


  • Effectively leading, managing, developing, and upskilling the service desk team.
  • Continuous service improvement – identifying and exploring opportunities for service improvement. Automation of process to increase our service maturity.
  • Modernising our support capabilities, embracing technology and self-service to help the organisation grow and succeed. Align the function with our mature and evolving Agile approach to software delivery.
  • Responsibility for Service Transition from the project phase into our live business portfolio. Implementing a rigorous framework for evaluating service capabilities and risk profiles before new or changed services are deployed. Manage risks relating to new, changed, or retired services.
  • Running the Support team on a day-to-day basis
  • Leading daily team meetings to organise work and review progress on open tickets.
  • Line management responsibilities.
  • Ensuring SLAs are met.
  • Act as an escalation point for both IT and the Business.
  • Analysing and reporting on trends in support tickets.
  • Working collaboratively with the Customer Success Managers, Product Owner and Scrum Masters to ensure customer priorities are understood and factored into product planning.

Further Responsibilities

  • Ensuring that all processes used by the support team are thoroughly documented, consistently audited, and regularly improved.
  • Conducting and sharing results from service and operation performance reviews.
  • Improvement of knowledge management across the team.
  • Establishing and maintaining the integrity of service assets and configuration management.
  • Hands-on technical troubleshooting and resolution of incidents.
  • Working collaboratively with the Development and Test Managers to improve the quality of software delivery and customer satisfaction.


  • A university degree in a computing subject would be an advantage.
  • Team leadership experience would be beneficial.
  • Knowledge of Helpdesk application support.
  • Experience installing and configuring 3 tier architecture products.
  • Knowledge of Agile methodology and modern software delivery
  • Effective communication skills, with experience of working with external customers.
  • Quality focused and customer driven.
  • Experience with the Payments sector or from Financial Services would be an advantage but is not a necessity.

And finally, we would love to speak to you if you have a working knowledge in any of the following.

  • Windows
  • Linux
  • MySQL
  • Oracle Database
  • SQL Server
  • PostgreSQL
  • MQ

Additional Tools:

  • Git
  • Jira
  • Jenkins
  • Nexus
  • Amazon Web Services
  • Docker
  • Sharepoint
  • API