What you'll do?

• Help resolve software and technical questions for the customer efficiently and effectively for our clients based out of European Union
• Own a customer support ticket from start to finish ensuring that SLAs are met throughout the lifecycle
• Be the voice of the customer internally by escalating high priority customer issues
• Provide quick resolution for customer issues where applicable
• Gather the required information necessary to best handle customer software technical queries
• Manage customer expectations regarding estimated response times for issue resolution
• Resolving client issues through phone, chat and email communication channels
• Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
• Research and identify solutions and software issues
• Diagnose and troubleshoot technical issues, including performance issues and SLA breaches
• Ask customers targeted questions to quickly understand the root of the problem
• Provide prompt and accurate feedback to clients
• Refer to internal database and external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after trouble shooting
• Extensively research and document customer technical issues
• Run monitoring reports for usage, performance, and/or availability
• Manage expectations with internal stakeholders and context-switch in a fast-paced environment

What we are looking for?

• 2-4 years’ experience working in Customer Support, Ops role, preferably in a financial or banking sector
• Bachelor’s Degree
• Good debugging skills
• Passion to be part of a hardworking and winning team
• Ability to multitask in a fast-paced environment
• Excellent ability to learn and articulate software-related and technical concepts
• Excellent Customer Service Orientation
• Strong attention to detail when communicating with customers (verbal & written)
• Ability to empathize with customers and convey confidence
• Strong sense of ownership
• Strong documentation skills
• Familiarity with JIRA and Zendesk