job description - Technical Customer Support Associate
- As a Technical Customer Support Associate, you'll be the voice and face of Indicina to all our merchants.
- You’ll be instrumental in customer retention by addressing concerns and product issues, and by communicating in a professional, positive manner. This is a highly cross-functional role where you will work closely with teams, ensuring that customers’ technical complaints and inquiries are met in a timely fashion.
- To ensure success in this position, you will diagnose and troubleshoot software problems and help our clients tackle technical challenges using Indicina’s products.
- Top candidates are detail-oriented, motivated, have excellent people skills, and provide the best loan management experience to merchants and their end consumers.
Job duties and responsibilities
- Ability to diagnose and troubleshoot basic technical issues.
- Research and identify solutions to software issues.
- Document technical knowledge in the form of notes and manuals
- Resolve bugs and escalate feature requests to the product and engineering teams.
- Ensure all issues are properly logged and ticketed.
- Ability to provide step-by-step technical help to Indicina’s clients, both written and verbal.
- Be the internal voice of Indicina's merchants.
Qualifications
- Candidates should possess a Bachelor's Degree
- Have 1 - 3 years of experience working as a technical customer support associate or customer support engineer.
- Have worked in a SaaS, Payment, Fintech, or Banking Industry.
- Basic knowledge of node JS, MySQL, Graphql, Rest API, and CRM tools.
- Calm even in the face of chaos, have a can-do attitude, and follow up on pending queries.
- A self-starter, a problem solver, and open-minded, and with an understanding of what service-leadership entails.
Benefits
- Competitive salary
- Annual training allowance
- Work Tool + Internet Allowance
- Paid Time Off (20 days plus national holidays)
- Health Insurance
- Flexible work opportunities
- Group Life Insurance
- Performance Bonus
- Parental Leave.
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We use advanced machine learning technology to build powerful decision-making tools that unearth unique customer financial data.