Junior Support Analyst

• Haywards Heath
• On-site

Job Description

Are you interested in joining one of Europes fastest growing companies Do you want to impact the wellbeing of millions of users

If yes join us to make an impact in a fast-paced and dynamic environment where youll play a key role in delivering an exceptional support experience that keeps our users at the heart of everything we do.

Epassis purpose is to boost everyday well-being. We are a leading provider of employee benefit solutions across Europe. We were established in Finland in 2007 and in 2008 we were the first company to launch a mobile-payable employee benefit payment solution in Europe. Since then we have consistently grown diversifying our products and introducing our services into new markets. Epassi has been awarded by the Financial Times as one of the fastest-growing companies in Europe on multiple occasions.

We are currently hiring a Junior Support Analyst to join our Zest team based in UK (Haywards Heath)

Your Mission at Epassi

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 support tickets - championing the user internally and resolving queries quickly professionally and with genuine care. Youll combine strong communication skills with a growing technical mindset to ensure every interaction leaves the user feeling heard and helped.

Your Responsibilities Will Be

Acting as the first point of contact for Zest users via online chat telephone and Zendesk

Championing the user internally and advocating for the client experience across the business

Providing timely accurate and empathetic responses to all inbound queries

Managing and progressing allocated tickets with proactive updates throughout

Liaising with internal teams (Product Account Management & Project Consultants) to find resolutions

Escalating complex issues appropriately and following through to resolution

Maintaining compliance with data protection information security and company policies

Handling and classifying all client information responsibly and accurately

Youll Be Successful in This Role If You

Consistently resolve tickets within agreed Service Level Agreements (SLAs)

Achieve high client satisfaction scores and receive positive feedback on your 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 your first six months

Proactively flag recurring issues to drive continuous improvement

What Youll Be Doing (Daily)

Monitoring and responding to Zendesk tickets chat and phone channels

Logging categorising and updating support cases in Zendesk accurately

Troubleshooting issues with the Zest application and platform escalating where needed

Staying up to date with known platform issues and upcoming product releases

Contributing to knowledge base articles and internal documentation

Attending team stand-ups and support team meetings

Adhering to coverage requirements for core support hours

What You Should Bring

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

An ability to stay organised 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

Your Language Profile

English - professional working proficiency (essential)

Your Track Record

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

Why You Should Join Us

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 both 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 - well 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 Europes employee benefit market and help shape the next wave of success