Customer Support Specialist - L2

This is a remote position.

About the company:

Tyfone a global leader in the SaaS Digital Banking and Digital Payments sector is redefining how the world engages with digital finance. Our solutions nFinia and payFinia empower individuals businesses and families to transact and interact with financial technology in seamless innovative ways. Customers of our technology are U.S banks and credit unions.

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Competitive salary and bonus structure

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Comprehensive benefits package including health dental and 401(k)

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Dynamic work environment with passionate driven colleagues

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Opportunity to shape the future of digital banking and payments on a global scale.

Tyfone is an equal opportunity employer. We encourage candidates from diverse backgrounds to apply.

About the role:

Responsible and accountable for providing support assistance on one or more products and/or components to customers. Routinely demonstrates the ability to resolve the customer problem/question. Coaches and trains newer and less experienced support representatives

Requirements

Responsibilities (Including but not limited to):

Provide firstline technical support to customers via phone email and chat.

Troubleshoot and resolve technical issues.

Adhere to standards and processes while also ensuring assigned performance targets and service level objectives are met.

Adhere to phone time guidelines and phone queue management guidelines

Respond courteously and professionally to high volume of incoming telephone calls

Ensure customer satisfaction by resolving requests for assistance. Escalate issues as required.

Understand and adhere to guidelines for the resolution of incoming issues or the or movement to appropriate team members for additional review.

Thoroughly document all interactions with customers in the ticket tracking system.

Assist in building and reviewing knowledge base and written howto documents for internal and external distribution.

Provide training and support on our software products.

Maintain proficient knowledge of jobrelated information as required including product features updates financial industry compliance or technical information.

Build knowledge on all products and/or components.

Maintain a general knowledge of company procedures and policies.

Perform additional duties or special assignments as required.

Benefits

Minimum Qualification:

5 year relevant work experience including product support technical support and/or banking.

Experience with Salesforce Service Cloud JIRA Wrike preferred.

Desired Bachelors degree in Business Information Systems Law Finance or related discipline or equivalent experience. Or Software Support Customer Service or Technical Support certification

Ability to comprehend capture as well as interpret basic customer information

Ability to treat people with respect under all circumstances instill trust in others and uphold the values of the organization

Sound judgmental powers; ability to manage difficult customer situations to respond promptly to the needs of the customer solicit feedback to improve service respond to requests for service/assistance

Ability to adapt to change meet the changing demands of the work environment any delays or other unexpected demands

Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments

Quality management look for means of improving as well as promoting quality

Ability to make efficient use of resources

Ability to work well independently or as part of a team to exhibit objectivity and be openminded towards the ideas and views of others give as well as welcome feedback contribute to building team spirit aid others to succeed

Ability to meet tight deadlines

Attention to detail

A sound knowledge of telephone and ecommunication etiquette

Good verbal and oral communication skills fast and correct typing ability to create grammatically correct responses without any spelling errors. The person should also know what to write while utilizing web communication be able to quickly recognize signals of a disgruntled customer and be able to respond without getting angry

Understanding of financial institution business operations

Proficiency with Databases