Client Support Specialist

Job type: Full-time
Industry: Finance

The Client Support Specialist will be responsible for offering client support to internal and external clients and deploying and configuring client applications. This is a critical customer-facing position that requires identifying, troubleshooting, and resolving both internal system problems, as well as external customer-related issues.

The role will require a blend of technical and business knowledge, as well as excellent communication skills to be able to provide a highest level of customer satisfaction. The Client Support Specialist must be a motivated team player that can see projects to completion, work independently, and be willing to assist other team members not specific to his/her duties. 

 

Responsibilities

 

·        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.   

 

Requirements

 

·        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.

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