Customer Care Advisor
8.0/10
Circle
$29 – $41 USD
Remote
mid
about 5 hours ago
fintechsupporttechIncident ManagementTroubleshootingGSuiteCustomer ExperienceApple MacOSSalesforceGenerative AIChatGPTData Analytics
AI Summary
The vacancy is well-structured with clear responsibilities and compensation, but lacks some details on processes and company links.
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Description
What you'll do
- •Engage with customers to resolve support tickets.
- •Craft well-written, tailored communications.
- •Collaborate with Partner Managers, Business Development, Compliance, Treasury, Product, and Engineering to diagnose and solve problems.
- •Establish, document, and refine operational processes with a focus on continuous improvement and cross-training.
- •Validate and complete escalation requests.
- •Handle customer calls for escalation.
- •Involve in Incident Management to triage and communicate customer impact.
- •Proactively identify opportunities to develop solutions.
- •Provide coverage through "on-call" shifts as needed to support the global support model.
- •Actively participate and contribute to department OKRs and meeting defined Service Level Agreements.
Requirements
- •3+ years of prior experience working in a fast paced global support team.
- •A talent for writing and a skill for communicating complex problems clearly.
- •Deep care about the customer experience.
- •Highly motivated and caring person with a passion for learning.
- •Enjoyment of solving open-ended problems in a timely manner.
- •Working knowledge of ticket support systems such as Salesforce.
- •Familiarity with generative AI models (ChatGPT, Gemini, etc.) and prompt development.
- •Experience with data analytics tools for troubleshooting problems preferred.
- •Experience in financial services or payments businesses.
- •Experience contributing to departmental processes and procedures.
- •Highly articulate with the ability to manage customer friction during live calls.
- •Multilingual skills preferred.
- •Availability to work on weekends and holidays as required.
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