Technical Customer Support Specialist
This role presents an opportunity to serve as a technical customer support lead, representing our organization in supporting Enterprise customers. As a critical customer support professional, you will be responsible for addressing customer issues and problems within the context of our products and services.
The scope of this position includes delivering and remediating defect and bug fixes, post-deployment monitoring, stabilization, and ongoing customer technical support. You will work closely with the Head of Enterprise Operations and collaborate with product development and engineering teams to provide feedback, deliver defect and bug fixes & feature enhancements, and contribute to the ongoing improvement of our credit risk software solutions.
Responsibilities:
* Hands-on handling of technical issues and defects raised by customers.
* Responding promptly to customer concerns and pro-actively communicating with them when relevant.
* Contributing to creating customer-facing knowledge base and content such as how-to articles & white papers.
* Generating relevant reports and monitoring key support metrics using the Atlassian Service Management toolkit.
* Building good relationships and acting as a trusted technical advisor with senior technical individuals within customer teams.
Requirements:
* A minimum of 5-7 years' experience in a customer-facing technical customer support role in the SaaS industry, preferably within the FinTech sector.
* An understanding of credit risk management, financial systems, or related fields.
* Proficiency in presenting complex technical concepts in a clear and concise manner to both technical and non-technical audiences.
* A good understanding of cloud-based solutions, API, Data and integration technologies, and sound knowledge of Security and Compliance.
* Hands-on experience working on support and deployment of FinTech software at scale.
Benefits:
* Fitness First Platinum gym membership.
* Daily meals and snacks.
* $50 per month towards phone credits.
* Additional wellness days off each month.
Our Culture:
* We are dependable and trustworthy.
* We are committed to growth.