Junior Support Analyst

Job Description

Are you interested in joining one of Europe's 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 you'll play a key role in delivering an exceptional support experience that keeps our users at the heart of everything we do.

Epassi's 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. You'll 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

You'll 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 You'll 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 - we'll 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 Europe's employee benefit market and help shape the next wave of success