Working at our iconic office in London, and virtually via Microsoft Teams.
Your new role at NewDay
Join an established and exciting fintech player with significant growth plans. Deko retail finance platform providing services to UK merchants and lenders to enable them to offer point of sale finance as a payment option across all sales channels. The role of Technical Support & Client Services Associate reports directly to the Process Excellence Manager. This role is critical in providing support to our partners, lenders, retailers and consumers. To be successful you will be energised by the pace of the business, taking ownership of technical issues. Through effective triage of support issues and incidents you will work with the Deko and Newday technical and product teams to solve issues raised by the business and partners. You will have a strong ability to adapt quickly to changes in strategy and priorities whilst maintaining excellent internal and external relationships. This is a hybrid role, working in the office 2.5 days per week.
What you’ll deliver
- Triage technical support issues raised through our Client Services Team.
- Resolve issues where possible or escalate to the appropriate 2nd line support teams.
- Coordinate and participate in bridge and incident calls with internal and external stakeholders.
- Track incidents and keep the Client Services Team updated with timely, clear communication.
- Keep tickets accurate and up-to-date, identifying root causes and ensuring long-term solutions are logged.
- Provide root cause analysis and post-mortems to key partners, ensuring everything is delivered within SLAs.
- Compile monthly reports on incidents, support tickets, and % uptime, sharing these insights with both internal and external teams.
- Jump in to assist with inbound emails, calls, and incidents when Client Services needs extra hands.
What you’ll bring
- A graduate with at least 1 year of experience in a software support role, adept at taking an analytical approach to problem-solving.
- Hands-on experience with Datadog, Jira, and Confluence (essential).
We would love you to know or learn
- You have experience with Office 365, Zendesk, or HubSpot—but we can teach you if not.
- Demonstrated ability to apply critical thinking and analysis to resolve issues.
- Strong time management skills, able to handle multiple priorities with precision.
- A passion for IT and client management.
- Exceptional communication and interpersonal skills—you know how to build and maintain rapport with ease.
About NewDay
We help people move forward with credit and help our colleagues to move their careers forward too.
We use our highly flexible, scalable, and multi-product digital credit engine to power over 120 million transactions every year. Our brands include Aqua, marbles, fluid and Bip. We partner with leading brands such as John Lewis, AO, Argos and DEKO.
Over 5 million UK customers are supported by our award-winning customer service.
