Customer Support Specialist

3 days ago


Manama, Manama, Bahrain Tarabut Full time

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 Overview

We'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.
Requirements

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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