Client Support Specialist

Responds to client queries using a ticketing system in a professional, polite, informative, thorough and timely way, providing a high level of personalized client service;
Maintains a consistent and positive customer service image when interacting with clients;
Proactively keeps up to date with the company’s activities, products and services to ensure queries are handled in a professional manner;
Deploy clients on testing and production on server applications and perform any necessary configurations;
Escalates and resolves cases in prompt time ensuring corporate SLAs are met;
Interacts with third-party suppliers and other departments as required;
Prepares documentation for tools and processes;
Contributes to ongoing improvements to processes, procedures and comms within the team;
Has a passion for high quality customer service.

Excellent verbal and written communication skills in English;
Knowledge of API messaging using SOAP and REST and use of tools such as SOAPUI/Postman;
Firm knowledge of SQL/MySQL. Ability to query databases;
Understanding and familiarity with web applications running on Apache/Linux environments. You don’t need to be a developer or expert - but understanding these technologies and their usage is a strong advantage;
Being able to work on multiple projects/tasks at the same time without losing focus;
Attentive to detail, and focus on high quality communications; both written and spoken;
Strong analytical skills;
A team player, able to add value to the support process and get the best from others;
Ability to work under pressure and prioritize as required;
Experience in client facing roles especially dealing with people from different cultures and backgrounds;
A positive person with a can-do attitude and willingness to learn;
Candidates with a qualification in ITIL Foundation or above would be preferred;
Candidate preferable is required to have at least a MQF Level 5 qualification (Diploma or equivalent). An MQF Level 6 (Degree) qualification would be considered as an asset;
Candidates with experience in the payment industry and client services would be preferred.