Customer Support Specialist
3 days ago
At Tarabut, we're shaping the financial landscape through innovation and collaboration. Our open banking platform operates in Saudi Arabia, Bahrain, and the UAE, providing a personalized and accessible financial ecosystem.
Job OverviewWe're seeking a highly skilled Customer Support Associate to join our team. As a level 1 specialized technical/customer support professional, you'll provide premium assistance to our live customers, resolving complex issues and ensuring excellent customer experience.
The ideal candidate will have prior experience in customer support or a similar role in the banking or fintech industry. A Bachelor's degree in Computer Science, Engineering, or equivalent experience is required. Strong communication skills, problem-solving abilities, and attention to detail are essential for this role.
Key Responsibilities- Act as level 1 specialized Technical/Customer support providing premium assistance to our 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 the 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.
To succeed in this role, you'll need:
- A Bachelor's degree in Computer Science, Engineering, or equivalent experience.
- Prior experience of 1 or 2 years in customer support or a similar role in the banking or fintech industry.
- Flexible availability including being on-call on a rotational basis even on public holidays.
- Ability to work independently and within a team.
- Autonomous and responsible.
- Excellent written and verbal communication skills and ability to build/maintain a strong working relationship.
- Strong communication skills and the ability to explain technical concepts to non-technical customers.
- Excellent ability to self-prioritize and time-box tasks.
- Excellent problem-solving skills and attention to detail.
- Solid analytical and problem-solving skills and ability to deliver practical solutions.
- Effective organizational skills to maintain a consistently high standard of operations in a busy environment.
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