Trustly
Trustly is a leader in Open Banking solutions, providing a cohesive suite of financial and payment products designed to modernize payments, reduce costs, and mitigate risk. The company focuses on delivering secure, low-cost payments and seamless financial services through industry-leading connectivity, offering services such as instant payouts, customer onboarding, risk assessment, and real-time account verification. Trustly serves a variety of industries, including billers, eCommerce, financial services, and gaming, leveraging high-quality, bank-validated financial data to enhance user experiences. Their solutions are tailored to enterprise needs, aiming to improve acceptance rates, minimize processing costs, and prevent fraud risk.
Client Support Specialist
August 16, 2024
Trustly
Trustly is a leader in Open Banking solutions, providing a cohesive suite of financial and payment products designed to modernize payments, reduce costs, and mitigate risk. The company focuses on delivering secure, low-cost payments and seamless financial services through industry-leading connectivity, offering services such as instant payouts, customer onboarding, risk assessment, and real-time account verification. Trustly serves a variety of industries, including billers, eCommerce, financial services, and gaming, leveraging high-quality, bank-validated financial data to enhance user experiences. Their solutions are tailored to enterprise needs, aiming to improve acceptance rates, minimize processing costs, and prevent fraud risk.
📋 Description
• The primary responsibility of the Client Support is to troubleshoot, escalate, and resolve client and customer questions or issues. • You will be responsible for supporting existing clients, end users of our clients, and third parties we use for processing. • Triage cases within the defined SLA. • Triaged cases will either be responded to and resolved or escalated to an internal or external team for assistance before resolving. • Maintain ownership of support cases until resolution. • Monitor and answer on different support channels: a ticketing system, public forums, online chat, social networks, client calls, and more. • Be part of an on-call rotation schedule for a 24/7 coverage. • Help enhance documentation to minimize repeating support issues. • Coordinate with the different teams: dev team, customer support, product management. • Help the dev team review new features and client libraries.
🎯 Requirements
• Previous experience in a customer support or operations role. • Excellent English skills (written and verbal). • iOS or Android experience • Previous knowledge of Salesforce Service/CRM
🏖️ Benefits
• Bradesco health and dental plan, for you and your dependents, with no co-payment cost. • Life insurance with differentiated coverage. • Meal voucher and supermarket voucher. • Home Office Allowance. • Wellhub - Platform that gives access to spaces for physical activities and online classes. • Trustly Club - Discount at educational institutions and partner stores. • English Program - Online group classes with a private teacher. • Extended maternity and paternity leave. • Birthday Off. • Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil. • Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria! • Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance. • Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!
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