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. T 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. Where next? Let’s talk about this role – Apply now or contact talentnewday.co.uk with any queries. 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. At NewDay, we value all types of diversity. We’re an equal opportunity employer and believe that our differences create a vibrant, authentic working culture. We want all our colleagues to feel able to bring their whole selves to work. We don’t discriminate on the basis of age, physical or mental disability, gender reassignment, marriage and civil partnership, pregnancy and carer status, race (including colour, nationality, and ethnic or national origin), religion or belief, sex and sexual orientation. We make sure that every job is crafted to be inclusive and that people with disabilities or caring responsibilities can take part in the application and interview process. Tell us if you need accommodations: we’ll put reasonable adjustments in place to support you. Our dynamic NewDay culture We’re focused on what will drive impact in helping people move forward with credit. Our distinctive culture is geared to spark innovation and team working – with lots of open doors for development. Our customers can rely on us because we aim high, support each other, do the right thing and build for the future. We invest in our colleagues. On top of a strong market competitive salary, you get a bonus opportunity that matches the impact (delivery values) you drive in your role. We also help you retire better with market leading pensions. At NewDay, yourwellbeing matters: You get 26 days holiday and can buy up to 5 more after probation. Then you’ll get extra days as you build your career with us. NewWork, our flexible, hybrid working approach, helps you to manage your work/life balance - and even bolt on work time in other countries before or after your holiday. And when you’re in the office, you get free healthy breakfast, fresh juices, lunch, barista coffee etc. Our tax efficient green car and cycle to work schemes save you money (and help the planet). Ask your Talent Acquisition Partner to tell you more about any of our perks. We work with Textio to make our job design and hiring inclusive. For internal recruiter use: not visible to candidates Job Title: ExCo Area: Business Area: Manager: Textio Score: Score Last update: Date Textio is an AI tool we use at NewDay to improve our job adverts which are based on our role profiles. All managers have access to Textio via Single Sign On at https://textio.com/ (just click Sign In to be taken through the SSO portal – you may need to enter your usual NewDay log on password). Advert requires a score of 90 to be eligible for posting.