Vacancy details

UK | Edinburgh

This vacancy is now closed


Technical Support Escalation Agent 

As a people-led technology business, our success relies on attracting and retaining the very best talent with the highest level of skills and capability to develop our business. Join us and you will be part of a team supporting a digital banking platform at the forefront of innovation, transforming banking and the wider FinTech sector. Guided by our strong values of Transformation, Integrity and Impact, we support, respect and collaborate with our customers, partners and each other.

Working from our offices in Edinburgh, the Service Desk team will be supporting our client agnostic, cloud-based banking platform.

We operate 24/7, and that gives you the opportunity to be flexible with your shifts. We offer a good benefit package as below: 

  • 40 hours contract 
  • Perkz: employee benefits scheme that works with the best UK retailers 
  • Learning and Development courses 
  • Career opportunities within the account 
  • Monthly incentive prizes 

What you need to do in return? Well…you need to effectively use your excellent customer service skills to provide friendly and knowledgeable product information to our clients, assist them with troubleshooting and user-related enquiries via phone, email and client tool, and advise them on procedures to give the best resolution. We work on a fast-paced environment where dedication and flexibility matters. 

If you feel you would like to be part of this team and you are ready to show your best talents, please read on: 

What you will be doing  
• Assist Level 1 agents with any queries and support them in troubleshooting and solving issues raised by clients.

  • Deal with escalations and complaints that cannot be resolved by L1 agents.
    Responding to instructions from the client and the clients head office.  
    • Prompt investigation, recording and management of system problems reported by users.
    • Maintaining system support procedures and documentation.
    • Act as a Subject Matter Expert Role Model ensuring succession planning, procedures and continuous improvements are championed within the team. 
    • Responsible for driving development and training opportunities within the team ensuring a seamless transfer of best practices and knowledge sharing is completed within agreed timelines.  
    • Keep up-to-date on new or enhanced products/services in order to provide prompt transparent team communications.  
    • Full compliance with all legislative requirements  
    • Take part in and identify self-development opportunities and training needs  
    • Contribute to team and process improvements.  
    • Responsible for assisting agents with customer enquiries/complaints in some instances by taking transferred calls. 
    • Responsible for dealing with customers in a courteous, helpful and professional manner at all times.
  • Responsible for training of the Level one agents 
  • Responsible for maintaining quality standards


  • Support calls, emails and tickets when required  


  • Conduct quality monitoring  
  • Feedback results to agents 
  • Update reports 
  • Update monitoring sheets 


  • Provide all training for agents – as required for minimum skills 
  • Trainee training verification  
  • Prepare and schedule training  
  • Keep minimum skills reports up to date 
  • Re-verification of all agents 


  • Online coaching (from monitoring feedback etc) 
  • Offline coaching where required 
  • Case coaching 
  • Procedure coaching 
  • Produce Weekly/Monthly Quizzes or Verification Tests 


  • Handle verbal and written escalations 
  • Control escalations to client 

Client contact  

  • Conference calls 
  • Escalations 
  • Urgent cases 
  • Client requests 

Work Allocation 

  • Support the Team Leader with workload allocation to ensure SLA’s 
  • Using Sykes and client tools supplied 
  • Allocate ad hock jobs as required  


  • Update any client reports as required 
  • Update any Sykes reports as required 
  • Provide reports on agents when requested 
  • Provide report on team when requested 

Other tasks 

  • Allocate other tasks to agents as required 
  • Support the Team Lead to manage the team on a daily basis. 
  • Complete ad hock tasks as and when required (Client / Team Lead / PM and AM requests) 

What skills you will need   

  • Being fluent in English
  • IT/engineer/technical background
  • Excellent customer service skills  
    Proven track record of building and maintaining customer relationships  
    Positive and professional manner to be portrayed at all times  
    Excellent communication and influencing skills  
    Evidence of achievement against challenging goals and targets  
    Attention to detail troubleshooting skills 
  • Must have the ability to work on own initiative and under pressure in order to achieve deadlines 
  • Good knowledge of client’s procedures for dealing with customer complaints/inquiries/issues 
  • Preparing and delivering training 
  • Flexibility – it is a 24/7 account with rotational shifts

What experience you will need 

  • IT/engineer/technical background essential – either through work experience or education
  • Customer Service Experience essential  
  • Excellent communication skills are essential  
  • Experience in driving a team to meet targets, accuracy, quality, volume and to agreed service level agreements 
  • Practical experience of working in a support environment 
  • Dealing and resolving customer complaints 
  • Preparing and delivering training 
  • Quality monitoring 
  • Dealing with escalated calls from agents, customer and client
  • Experience in driving a team to meet targets desired

We put the customer at the heart of everything we do and you will be trained to resolve calls by taking ownership of the request/problem and providing first touch resolution whenever possible.  
If you enjoy training and developing high performance teams and can drive your team to be one of the best, this could be just the start of your career with us.