Customer Support Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Offer B2B assistance to clients utilizing services for employee, partner, and affiliate payments.

• Deliver B2C support to payees receiving funds via the platform, offering guidance on withdrawal options and addressing general queries.

• Work with partners to collect information necessary for issue resolution.

• Describe basic troubleshooting procedures to clients.

• Relay pertinent technical concerns to supervisors or tech support as needed.

• Assess and prioritize all unassigned tickets without delay.

• Follow up on open tickets pending responses from clients or other departments.

• Resolve tickets efficiently and accurately while providing tailored assistance.

• Manage both VIP and Standard Support requests.

• Collaborate with internal teams, such as Compliance, to tackle inquiries.

⛳️ Requirements

• Proven track record in a customer support position, preferably within a SaaS or technology context.

• Ability to reassure clients, communicate effectively, and customize interactions.

• Skill in grasping complex issues and providing thorough solutions.

• Capacity to prioritize and promptly respond to support tickets, aiming for a near-instant first response time.

• Familiarity with the finance sector is advantageous.

• Proficiency in additional languages is a bonus.

• Availability for a Thursday to Monday work schedule, with Tuesday and Wednesday off.

🏝️ Benefits

• SD Solutions is a global staffing company; please reach out for further information regarding the benefits available.