FinTech Support Specialist

10 hours ago

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Deel

WebsiteLinkedInAll Job Openings

Payment Services • independent contractors • remote hiring • remote work • financial service

1001 - 5000

💰 $50M Venture Round on 2022-05

Description

• Deliver support by addressing and resolving queries and issues related to payments or card transactions promptly and efficiently. • Investigate issues or requests within the framework of strict Service Legal Agreements, categorize them for comprehensive analysis, and/or coordinate with the relevant team for resolution. • Liaise with third-party partners to escalate issues or requests, maintaining regular communication until they are resolved. • Take full ownership of issue resolution by diligently investigating, sharing knowledge, and communicating effectively and clearly with all customers. • Provide clear and concise answers to complex technical queries. • Work towards reducing the number of escalations from frontline support teams by contributing to training, and suggesting enhancements in products, tools, or processes. • Utilize data analysis for root-cause investigations to identify and implement strategies to prevent future customer support escalations.

Requirements

• 3+ years of experience in handling complex and/or technical customer escalations, preferably in a Tech or FinTech start-up environment. The level and title of the position will be determined based on the years of experience. • Prior experience in BPO, Call Centres, or Customer Facing Teams will be considered a valuable addition. • Familiarity with tools such as SQL, JIRA, Zendesk, and Excel, or similar applications. • Proven ability to explain complex issues in a manner that is understandable and customer-friendly. • Demonstrated experience in diagnosing and troubleshooting both technical and non-technical payments issues. • Exceptional attention to detail and strong analytical skills. • A work ethic characterized by integrity and accountability, ensuring high quality and volume of work output. • Excellent communication and interpersonal skills, conducive to a team-oriented environment. • Must be based within APAC region.

Benefits

• Provided computer equipment tailored to your role • Stock grant opportunities dependent on your role, employment status and location • Additional perks and benefits based on your employment status and country • The flexibility of remote work, including WeWork access where available