Customer Support Specialist - Remote

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For one of our clients, we are looking for a Customer Support Specialist, remotely from the Philippines and Nigeria.

As a Customer Support Specialist, you will be responsible for delivering exceptional technical and functional support to customers, including Neobanks and MFIs. Working alongside an existing team of Support Specialists, you will assist clients with product configurations, troubleshooting, and best practices to maximize the value of the software. This is a remote role, and candidates should be able to work standard CET working hours. You will collaborate with multiple teams, including Customer Success, Implementation, Product, and Tech, ensuring efficient service delivery. Strong communication, analytical skills, and a customer-oriented mindset are essential for success in this role.

Accountabilities:

• Provide top-tier support by resolving customer queries on product configuration, reporting, and integrations.
• Assist in defining and maintaining performance standards, including SLAs and best practices for ticket handling.
• Collaborate with internal teams to enhance support processes and technical troubleshooting.
• Maintain up-to-date knowledge of new product features and API integrations.
• Act as an escalation point for complex customer issues, offering guidance and resolution strategies.
• Identify and implement tools and automation to optimize resource efficiency.
• Contribute to internal documentation, including support procedures and training materials.
• Stay informed about product updates and ensure accurate communication with customers.

• 3 to 5 years of experience in technical support or customer service within banking, fintech, or core banking software.
• Strong understanding of APIs, payments integrations, and best practices in technical support.
• Knowledge of accounting principles is a plus.
• Experience with customer support software (ideally Zendesk) and SLA/KPI management.
• Proactive approach to continuous improvement and process optimization.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Experience working remotely and collaborating across functions.
• Proficiency in English and expertise in MS Excel.

• Competitive compensation.
• Flexibility in working location.
• Opportunity to collaborate with a global team and customers.
• Work with a successful, globally applied SaaS business model.
• Inclusive and diverse work environment that values growth and development.

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