Technical Support Specialist

Freemarket is a specialist in cross-border payments and currency exchange. It works with businesses to accelerate growth by giving them access to cross-border payments and currency exchange optimised for their needs. Freemarket does this by blending its own technology, insights, experience and industry connections with the best technology and banking service infrastructures available.

Freemarket’s platform gives brands access to speed and cost benefits previously reserved for only the biggest businesses. Freemarket’s vision is to create a world where every company has the freedom to do business across borders using its own optimised cross-border payments network to make instant, transparent payments that will drive growth.

Job Purpose

A chance for someone to flourish and contribute using their top-class skills in technical support and client onboarding. This role is key to the commercial growth of Freemarket and requires a combination of dynamic prioritisation, collaboration and a passion for great client outcomes. You’ll be utilising your skills, experience and passion within a highly technology-led company that has an open and supportive culture, as well as massive ambition.

Responsibilities will include:

Technical Support of the Freemarket Platform:

  • Perform of L2 technical support tasks to resolve platform issues for external customers and internal stakeholders
  • Triage platform issues in conjunction with the L1 support team as soon as they are reported to Freemarket
  • Become a subject-matter-expert in the platform’s functionality and be able to communicate this accurately to different audiences
  • Where issues are not quickly fixed then liaise with the Technical Delivery Manager and Account Management Team to get these items prioritised and rectified
  • Continue to augment the platform support knowledge base to provide documentation on how to rectify issues.
  • Technical onboarding of new customers:

  • Work with the Commercial team and with new clients to assist with the technical onboarding of new business onto the platform, for example API connectivity or Sandbox configuration
  • Collaborate with the rest of the Engineering team to ensure that Sandbox environments are in good working order and available
  • Learn the capabilities of the public Freemarket API’s and keep up to date with this as new feature are made available
  • Configuration and administration of business applications and SaaS:

  • Be the company technical administrator for various 3rd party SaaS application used within the business
  • Undertake quarterly entitlement reviews of critical business SaaS applications as well as Freemarket’s Platform
  • With experience from some or all of the following:

  • Previous experience working in an early-stage business, start-up or scale-up is preferable
  • Experience in domestic, international payments and FX businesses
  • The person we are looking for:

  • Track record of working with demanding customers and resolving technical platform issues
  • Track record of improving processes to achieve better business outcomes
  • Experience running basic SQL queries
  • Understanding of API’s and their technical principle
  • Exceptional customer relationship skills
  • Strong and pragmatic problem-solving skills
  • Comfortable giving and receiving feedback
  • A sense of urgency and the ability to work in a multi-tasking manner
  • Strong attention to detail, time management and organisational skills
  • Effective and comfortable in fluid situations and able to deal with ambiguity
  • Demonstrate influencing, negotiating and problem-solving skills – human relationships key to getting things done in a growing start-up
  • Take ownership of challenging issues and own them to resolution. Personal and team continuous improvement must be a passion.
  • Ready to apply?

    Please send your CV to careers@wearefreemarket.com