FinTech Support Specialist, EMEA

Responsibilities

• Deliver support by addressing and resolving queries and issues related to payments or card transactions promptly and efficiently.
• Investigate issues or requests within the framework of strict Service Legal Agreements, categorize them for comprehensive analysis, and/or coordinate with the relevant team for resolution.
• Liaise with third-party partners to escalate issues or requests, maintaining regular communication until they are resolved.
• Take full ownership of issue resolution by diligently investigating, sharing knowledge, and communicating effectively and clearly with all customers.
• Provide clear and concise answers to complex technical queries.
• Work towards reducing the number of escalations from frontline support teams by contributing to training, and suggesting enhancements in products, tools, or processes.
• Utilize data analysis for root-cause investigations to identify and implement strategies to prevent future customer support escalations.

Requirements

• 3+ years of experience in handling complex and/or technical customer escalations, preferably in a Tech or FinTech start-up environment.
• Prior experience in BPO, Call Centres, or Customer Facing Teams will be considered a valuable addition.
• Familiarity with tools such as SQL, JIRA, Zendesk, and Excel, or similar applications.
• Proven ability to explain complex issues in a manner that is understandable and customer-friendly.
• Demonstrated experience in diagnosing and troubleshooting both technical and non-technical payments issues.
• Exceptional attention to detail and strong analytical skills.
• A work ethic characterized by integrity and accountability, ensuring high quality and volume of work output.
• Excellent communication and interpersonal skills, conducive to a team-oriented environment.
• Must be based within APAC region.

Benefits

• Provided computer equipment tailored to your role.
• Stock grant opportunities dependent on your role, employment status and location.
• Additional perks and benefits based on your employment status and country.
• The flexibility of remote work, including WeWork access where available.

About the Company Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily. The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers. Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the platform’s success. We deliver the best products and features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.