Responsibilities:

📍Investigate client inquiries and provide “white glove” assistance via phone, email, or chat 📍Provide first response to technical issues, solve where possible 📍Properly triage and escalate unresolved issues to appropriate internal teams in an effective, tactical, and empathetic manner 📍Track customer inquiries through to resolution, maintaining a timely cadence of communication 📍Develop and maintain technical and non-technical playbooks 📍Prioritize and manage several open inquiries at one time 📍Maintain a high bar for client experience by setting an example through performance and work ethic 📍Participate in an on-call rotation to handle high priority queues 📍Must work in a defined working hours, as required by the business;

Qualifying Skills & Experience:

📍Have graduated with Computer Science or related bachelor’s degree 📍2+ years of work experience in a technical support setting, within financial institutions preferred 📍Strong problem-solving and troubleshooting skills 📍Stellar team player and can navigate issue resolution with cross functional teams 📍Fantastic communication skills, both verbal and written 📍Good understanding of Google apps, Salesforce, JIRA 📍Flexible and adaptable to meeting the evolving needs of fast paced organization undergoing tremendous growth 📍Technical troubleshooting experience preferred, not intimidated by command-line interfaces