Customer Support L1 Specialist

PayDo, до $1500

Що робити

Reply to the incoming requests from clients (emails, chats, occasionally phone calls)
Process complaints, and provide solutions and assistance to clients within a specified time frame due to internal SLA
Escalate, where necessary, and control tasks completed by other departments in Jira
Escalate various issues and monitor their resolution to the relevant contact persons in arrogance with the SLAs and defined escalation channel
Update articles in Confluence on an ad hoc basis or regularly, in the specific area the CS agent is responsible for

Minimum of 2 years of experience in a customer support role (L1), preferably within a FinTech, EMI, or regulated financial services environment
Proven ability to effectively respond to incoming client requests across various channels, including emails, chats, and occasional phone calls
Demonstrated ability to process client complaints, provide effective solutions, and offer assistance within specified internal SLAs
Experience with escalating issues to relevant internal departments (e.g., in Jira) and diligently monitoring their resolution in accordance with defined escalation channels and SLAs
A genuine customer-centric mindset, with a proactive approach to identifying opportunities to offer additional services and enhance customer activity

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