[Remote] Client Technical Support

Note: The job is a remote job and is open to candidates in USA. Galileo Financial Technologies is a financial technology company that provides innovative software products and services for Fintechs. The Client Technical Support Tier 1 Support Specialist will be responsible for providing B2B technical support and ensuring a best-in-class experience for clients and business partners.

Responsibilities

• Perform initial work of cases and assign or escalate them to corresponding teams
• Diagnose, troubleshoot and resolve cases following Standard Operating Procedures (SOPs)
• Interact with clients to provide updates, request additional information, validate resolution, etc
• Keep clear and extensive case documentation
• Serve as a primary initial point of contact for clients via phone, tickets, and other channels as needed
• Become a specialist in Galileo’s offerings to provide clients with detailed responses that address and resolve situations and also offer solutions to meet desired outcomes
• Assist with the maintenance and updating of client configurations to ensure service continuity
• Deliver results to clients in a timely fashion while providing first-rate customer service and excellent communication skills
• Meet individual and team goals, objectives, responsibilities, and priorities
• Work with your direct manager with the goal of contributing to operational success

Skills

• 1-2 years general customer service experience
• Experience in resolving technical issues following SOPs, technical documentation, etc
• High attention to detail, with the ability to execute precise system updates or data entry with zero errors
• Comfort learning and navigating proprietary administrative dashboards or configuration management tools
• Strong written communication skills are required to answer questions and communicate issues clearly & concisely to peers, customers, as well as management
• Ability to react to change quickly and implement new processes & procedures
• Ability to work independently with little or no supervision
• Professional demeanor and excellent work habits are essential
• Financial-services-specific customer service experience
• 2+ years in a business to business Technical Support role

Benefits

• This role may also be eligible for a bonus and/or long term incentives.
• All roles are eligible for competitive benefits.

Company Overview

Company H1B Sponsorship