About Role: We are looking for a customer-focused Technical Support Engineer to support our FinTech products and platforms. The role involves troubleshooting technical issues, ensuring SLA compliance, and working closely with internal teams to deliver reliable and secure financial technology solutions.
Responsibilities:
- Product Knowledge: Stay up-to-date with the features, specifications, and functions of the products or systems being supported to provide accurate and effective assistance
- Software Support: Offer support software applications (eg. operating systems, productivity software)
- Escalation: Escalate complex or unresolved issues to higher-level technical support or development teams and follow up to ensure prompt resolution
- Issue Resolution: Provide timely and effective technical support to end-users, addressing hardware, software, or network-related issues. This may involve diagnosing problems, identifying root causes, and implementing solutions
- Prioritize: Prioritize and manage multiple open tickets simultaneously in a fast-paced environment. Maintain high customer satisfaction by resolving user concerns with urgency and professionalism.
- Troubleshooting: Use diagnostic tools, knowledge bases, and problem-solving techniques to identify and resolve technical problems. This may involve remote support or on-site assistance
- Documentation: Maintain records of customer interactions, including issues reported, solutions provided, and any relevant documentation or reference materials.
- Customer Assistance: Interact with customers or end-users to gather information about technical issues and guide them through troubleshooting steps.
Qualifications
- Experience supporting payment systems, banking platforms, or financial applications.
- Knowledge of logs, monitoring tools, and production support processes.
- Exposure to security, compliance, or regulatory requirements in FinTech environments.
