Technical Customer Service Advisor

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Publish Date: Jul 23, 2022

Location: Edinburgh, Scotland, GB

Company: worldline

About Worldline
Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros.


We provide full training. Initially, you will be working 8am to 5pm for seven weeks while completing your training. As soon as you complete the training, you will begin working the four shift patterns, Monday through Sunday, with one weekend shift every four weeks and weekdays off to compensate.


Located in Dalgety bay, our office offers an easy commute by car and secure free parking. Easily accessible via public transport as it is close to the Dalgety Bay train station and bus stops. Located in a growing business park with a small retail area including fast food and supermarkets nearby. PPE is available to all staff, and the office complies with COVID standards.


At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies.


We invite you to join our team if you are looking for an opportunity to work closely with customers, provide technical assistance, and rapidly advance your career in FinTech.  Our team offers you tremendous career progression and training opportunities. 


 Your day-to-day responsibilities include:

  • You ensure customers receive a timely and accurate response to inbound technical helpdesk tickets
  • You ensure inbound technical helpdesk calls are answered within the agreed targeted timescales and dealt with in a customer focused and efficient manner
  • You provide the best possible standard of customer service, ensuring regular progress updates and effective communication on ticket resolution
  • You build strong and mutually supportive relationships with your team and other internal stakeholders to ensure you can grow your knowledge and confidence as well as to help you resolve customer queries in the most efficient way
  • You develop your knowledge of the Worldline tools and systems to allow you to assist customers in the most effective way
  • You review the Worldline tools and systems needed to perform your role to ensure they are managed and updated effectively
  • You follow the correct path of escalation where assistance or referral is required, and you ensure you are accountable for the result of your own actions or decisions   
  • You ensure that you provide the best possible attendance and reliability, whilst showing flexibility with working hours and workloads where customer needs require it


 Signs of success:

  • You provide customers with efficient support and assistance in a timely manner.
  • You deliver against helpdesk targets and objectives
  • You tackle problems and issues in an organised, calm and methodical way
  • You seek the opportunity to build your analytic and technical knowledge while bringing a positive can do attitude and experience in similar roles
  • You follow through on your promises and always put the customer first, ensuring commitments to provide updates or support are met effectively


 Skills we can’t do without:

  • Working in a team environment is something you're familiar with
  • You are excellent at communicating both verbally and in writing
  • As a problem solver, you possess sophisticated knowledge of analysing problems and suggesting solutions using the tools provided
  • You are well versed in computer systems and are fully computer literate
  • You can communicate with customers, internal and external, through written and verbal means in a professional manner relaying technical detail in a straightforward and understandable manner
  • As a meticulous and methodical person, you possess a strong ability to deliver high levels of accuracy and quality in both problem resolution and root cause analysis
  • You are confident in managing your own workload, as well as working from a structured workflow management approach when necessary
  • You are flexible and willing to adapt to changing priorities demanded by customers
  • Your spoken and written English is excellent
  • You are able to navigate technical issues and troubleshoot problems with great attention to detail


      Skills we’d like:

  • You prove solid knowledge of working in multi-channel a level 1 technical helpdesk environment
  • You have experience working to technical helpdesk targets and objectives
  • You have a validated understanding of customer service and analytical problem solving
  • Previous Technical Helpdesk Ticketing Support experience.


 More reasons to join us:

In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, generous annual leave, private medical insurance, an attractive pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.


What’s more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.


Our success comes from strong skills, new insights, diverse points of view and the energy of all Worldliners. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.


Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, status as an individual with a disability, or other applicable legally protected characteristics.



The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow.

Job Segment: Help Desk, Information Technology, Technology, Customer Service