Ensure prompt and professional responses to customer inquiries via phone and email channels;
Handle incoming inquiries, whether through telephone or email, adeptly resolving customer concerns and issues related to product configuration, operation, and maintenance;
Display flexibility in adhering to regular shifts from Monday to Friday, primarily during standard business hours, with occasional late or night shifts scheduled monthly;
Engage closely with clients to offer comprehensive and tailored product support, meeting their needs effectively;
Provide detailed and insightful product information to enhance customer understanding and utilization;
Utilize a variety of software applications to troubleshoot and resolve reported issues efficiently;
Take a proactive leadership role in collaborating with other departments to address customer concerns, report problems, and communicate enhancement requests seamlessly;
Maintain meticulous records of customer interactions and relevant information within a sophisticated ticketing system, ensuring accuracy and completeness throughout.
Qualifications
Bachelor's degree in IT or Finance from a university or college is preferred;
Minimum of 2 years of prior experience in Technical Support, Customer Service, Fintech, or a related field;
Exceptional communication skills, both verbal and written, are essential;
Proficiency in the English language;
Strong technical diagnostic skills coupled with analytical thinking and a pragmatic approach to problem-solving;
Proficiency in utilizing customer service software and the Microsoft Office Suite;
Previous exposure to logging software and project management tools, with a preference for experience in Jira;
Familiarity with SAP software or treasury management systems is highly advantageous;
Demonstrated ability to collaborate effectively within a team while also being capable of working independently.