Job Description:

• We are seeking a highly motivated and customer-oriented individual to join our team as a Technical Customer Support representative. The ideal candidate will have experience in the fintech industry and possess excellent communication skills, technical knowledge, and a strong commitment to delivering exceptional customer service.

Responsibilities:

• Provide Fields support calls, chat, email, and/or other communication from users with inquiries regarding.
• Educate customers on product features, functionality, and best practices to optimise their user experience.
• Login Customer and employee queries.
• Troubleshoot and resolve hardware and software faults by identifying the root cause, diagnosing problems, and providing effective solutions in a timely manner.
• Responding to call-outs in a timely fashion.
• Consult with users to determine steps and procedures taken to identify and resolve the problem.
• Apply knowledge of computer software, hardware, and procedures to solve problems.
• Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.

Skills

• Prior experience in a technical customer support role, preferably in the fintech industry.
• Proficiency in troubleshooting technical issues and providing detailed technical explanations to non-technical customers.
• Exceptional problem-solving and analytical skills to effectively identify and resolve customer issues.
• Excellent communication and Interpersonal skills, both written and verbal, with the ability to convey technical concepts clearly and concisely to technical and nontechnical employees and customers.
• Patience, empathy, and a customer-centric approach to ensure a positive customer experience.
• Proficient with Microsoft Office Suite or related software.
• Tech savvy