Customer Support Expert
5 days ago
At Tarabut, we're shaping the future of financial services in the MENA region. Our open banking platform is revolutionizing the way people interact with their finances, and we're looking for a talented Customer Support Associate to join our team.
About the RoleThis is an exciting opportunity to work with a cutting-edge company that's pushing the boundaries of innovation in the fintech industry. As a Customer Support Associate, you'll be responsible for providing top-notch assistance to our customers, ensuring their experience is seamless and enjoyable.
Main Responsibilities:- Act as level 1 specialized Technical/Customer support, providing premium assistance to live customers.
- Participate in on-call duties, based on a rotational schedule, to manage incident/sev1-2 related support by coordinating with different stakeholders to unblock issues.
- Assist customers with inquiries, technical issues, and troubleshooting related to API integration.
- Abide by predefined Service Level Agreements.
- Collaborate with the technical team to resolve complex customer issues.
- Proactively gather feedback from our customers and work on potential areas of improvement.
- Contribute to improving customer support processes and documentation by identifying challenges and suggesting solutions and customer feedback.
- Manage high-severity incidents till resolution.
- Understand the problem, define severity, and manage Communications/Notifications end-to-end till resolution.
- Document customer interactions and feedback to improve overall customer experience.
- Ensure compliance with data security and privacy regulations in the banking industry.
- Adhere to company policies and service standards to ensure consistency and high-quality customer service.
- Participate in training and ongoing development programs to enhance skills and knowledge.
We're seeking a highly motivated and organized individual who can thrive in a fast-paced environment. The ideal candidate will have a strong understanding of customer service principles and be able to communicate effectively with both technical and non-technical stakeholders.
A relevant degree in Computer Science, Engineering, or a related field is required, along with prior experience in customer support or a similar role in the banking or fintech industry. Flexibility, including being on-call on a rotational basis, is also essential.
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