Technical Support

Responsibilities

• Serve as the first point of contact for inbound customer support requests via ticketing system, email, and phone
• Perform initial analysis and categorization of support tickets
• Address and resolve basic customer inquiries and guide users through solutions
• Assess incoming tickets to determine if additional context like screenshots or logs is required
• Document technical issues thoroughly before escalating to Level 2 or Level 3 teams
• Maintain clear and professional communication with customers regarding ticket status
• Perform routine administrative tasks on web platforms and learning management systems
• Contribute to the knowledge base by documenting common issues and resolutions

Requirements

• Proven experience in customer support, call center, or technical support roles
• Exceptional command of the English language (written and verbal)
• Strong analytical and problem-solving skills
• Experience using helpdesk/ticketing software such as Zendesk, Jira Service Management, or Freshdesk
• Ability to follow detailed instructions for administrative tasks

Preferred Qualifications

• Experience in the FinTech or banking software industry
• Basic understanding of APIs, open banking concepts, or financial software
• Familiarity with troubleshooting common web application and software issues