Tech Support Agent

As a Tech Support Agent, you’ll investigate and resolve customers’ technical payment issues that have occurred within the payments platform. In addition, you’ll provide effective, efficient and knowledgeable customer service and solutions to both customers and teammates.

Responsibilities:


Ensure transaction processes work as intended
Handle customer queries through different channels including, but not limited to, phone calls, live chat and email
Generate new ideas and suggestions for continuous improvements in current systems of processes and procedures to enhance the customer experience

Requirements:


Experience in main payment methods, including credit cards, Skrill, PayPal, internet bank transfers and others
Experience in IT troubleshooting
Relevant degree or equivalent work experience
Prior support experience in a financial or technical fiel
Analytical, problem-solving and decision-making skills
Ability to multitask and prioritize
Fluent in English

Desired skills:


Proficient written and oral communication skills in dealing with external customers/users
Experience with Microsoft Office, Desk and/or Confluence
Knowledge of the practices, procedures and problem-solving techniques required to verify and resolve payment transaction issues
Ability to identify errors and patterns in calculations, data and issues
Demonstrated knowledge of SQL skills; should include but not limited to querying the database to gather information and troubleshooting plus experience with updating entries and transactions