- Customer Inquiries: Handle client interactions via phone, email, chat, and Jira Service Desk.
- Sandbox Testing: Perform User Acceptance Testing (UAT) to validate product features and functionality.
- Documentation: Create and maintain Standard Operating Procedures (SOPs) and internal content on Confluence.
- Product Knowledge: Stay current on product features and updates to provide accurate, informed support.
- Account Monitoring: Track and oversee new subscriber accounts to ensure smooth onboarding and compliance.
- Reports & Dashboards: Build and manage custom reports and dashboards to identify trends, insights, and KPIs.
- Product Enhancements: Gather customer feedback, document enhancement requests, and raise tickets to the development team.
- Demos & Training: Deliver product demonstrations and training sessions to clients.
- Meetings: Conduct performance review meetings with customers to provide updates and gather feedback.
- Cross-functional Collaboration: Partner with sales, development,
and other internal teams to address client needs and deliver value.
Requirements:Education & Experience:
- Bachelor's degree in any discipline
- Minimum 3 years of experience in FinTech or enterprise payments domain
Skills & Competencies:
- Strong analytical and problem-solving capabilities
- Proven customer focus with the ability to build and maintain solid client relationships
- Proficient in tools like Jira Service Desk, MS Office, Google Workspace, and CRM platforms
- Excellent verbal and written communication skills
- Effective time management with the ability to prioritize and manage a high volume of inquiries
- Ability to work under pressure, resolve problems independently, and make effective decisions
- Demonstrates dependability, integrity, professionalism, and determination