FinTech Client #8 | Customer Support Engineer

On behalf of FinTech Client #8, SD Solutions is looking for a talented Customer Support Engineer to provide exemplary support to our clients and partners, ensuring prompt, correct, and personalized assistance. This remote role will involve engaging in both VIP and Standard Support, troubleshooting issues, and collaborating with internal departments such as Compliance to address inquiries. You will work in a fast-paced, client-focused environment, where your main objective will be to resolve tickets promptly and accurately while upholding our high standards of customer care.

SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.

Responsibilities:

• Provide B2B Support to our clients, who use our services to make payments to their employees, partners, and affiliates.
• Provide B2C Support Payees receiving funds through our platform, guiding them through withdrawal methods and general inquiries.
• Collaborate with Partners to gather information needed to resolve issues.
• Deliver Basic Technical Assistance:
  • Explain basic troubleshooting steps to clients.
  • Communicate relevant technical issues to supervisors or tech support as required.
• Ticket Management:
  • Review and prioritize all unassigned tickets immediately.
  • Revisit open tickets awaiting responses from clients or other departments.

Requirements:

• Experience in Customer Support: Proven experience in a customer support role, ideally in a SaaS or tech environment.
• Interpersonal Skills: Demonstrated ability to reassure clients, communicate clearly, and personalize interactions.
• Problem-Solving Ability: Aptitude for understanding complex issues and delivering comprehensive solutions.
• Time Management: Capable of prioritizing and responding to support tickets promptly, meeting the goal of a near-instant first response time.

Advantages:

• Understanding of the finance world
• Language Skills: Additional language proficiency is a plus.

About the company:

A SaaS-based global payout orchestration platform enabling businesses to send mass payouts — B2C and B2B — to over 175 countries in more than 70 currencies. Accessible via a single REST API with a unified KYB process, backed by a network of global financial partners.

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