Customer Support Engineer, FinTech

This is a fully remote position, open to applicants in Colombia, +2 more countries.

📋 Description

• Deliver B2B assistance to clients utilizing services for payment to employees, partners, and affiliates.

• Offer B2C support to payees receiving funds via the platform, guiding them through withdrawal processes and addressing general inquiries.

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

• Provide clients with basic troubleshooting instructions.

• Communicate pertinent technical issues to supervisors or technical support as necessary.

• Review 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 maintaining high standards of customer care.

• Work alongside internal teams such as Compliance to address inquiries.

⛳️ Requirements

• Demonstrated experience in a customer support position, preferably within a SaaS or technology setting.

• Proven ability to reassure clients, communicate effectively, and tailor interactions to individual needs.

• Aptitude for grasping complex issues and providing thorough solutions.

• Ability to prioritize and respond to support tickets swiftly, aiming for a nearly instantaneous first response time.

• Knowledge of the finance sector is advantageous.

• Proficiency in additional languages is a plus.

🏝️ Benefits

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