Customer Support Analyst

Responsibilities:

• Own inbound support requests through multiple channels (email, phone, and chat)
• Troubleshoot and resolve complex customer inquiries with effective problem-solving skills, all while providing complete and accurate information
• Coordinate with cross-functional teams as needed for incident communication and resolution
• Become a subject matter expert on SaaS product’s functionality and features
• Maintain high-performance metrics including customer satisfaction, response time, resolution rate, efficiency, and quality

Who you are:

• You love communicating with customers – you must be passionate about working directly with customers, listening to what they need, and explaining the benefits of client's products.
• You’re focused on a great customer experience – you’re empathetic, transparent, and always try to resolve issues as quickly as you can and in the best possible manner.
• You’re a great communicator on the phone and via email – you’re able to articulate complex concepts in a way that’s easy to understand.
• You’re a multi-tasker – you’re able to prioritize your time and tasks effectively, have the ability to pick up new processes and systems quickly, and have a keen eye for detail.
• You’re a great team player – you’ll be working with people across diverse global offices and will need to work collaboratively with them to solve problems.
• You’re a problem solver - you love to find solutions, are a critical thinker, and have a demonstrated history of working with and understanding complex systems.

What you bring:

• 1+ years of customer service or technical support experience
• Excellent verbal and written communication skills in English required
• Adaptability and resilience for handling complex interactions and frequent change
• Fintech experience is a plus