Senior Core Banking Support Specialist

The Position

As a Senior Core Banking Support Specialist you will be responsible for providing exceptional technical and functional support to our customers (Neobanks and MFIs) alongside an existing team of three Support Specialists. The rest of the team is based and serving customers in the Philippines as well as servie our customers in sub-Saharan Africa, predominantly in Nigeria.

This is a remote position and we are open to applications from candidates who are willing and reliably able to work standard CET working hours.

Reporting to the Customer Support Lead, you will work closely with other teams including Customer Success Management, Implementation, Product and Tech.

Important attributes for this position are customer orientation, analytical skills, strong communication skills and the ability to work well across functions in a remote environment. We appreciate colleagues who challenge us and proactively contribute to ongoing improvements in the way we deliver our services.

Responsibilities:

·         Support our customers in maximizing value from our software by responding to queries on product configuration, reporting, integrations and more.

• Support the Head of Customer Success in defining and reporting on performance standards, including relevant SLAs and general best practice ticket handling.

• Collaborate with internal teams to improve support-related processes, particularly second line internal technical support upon which the Support team relies.

• Collaborate with internal teams to ensure the Support team maintains up to date knowledge of new features and integrations, including payments and other API integrations.

• Act as an escalation point for complex and/or urgent customer issues, providing guidance and support to team members in their resolution.

• Investigate and implement tools and tactics to use resources effectively, including available automations and integrations.

• Contribute to our documentation on support team procedures, including technical guides and training materials.

• Develop and maintain documentation and processes for support team procedures, including technical guides and training materials.

• Stay up to date on any product updates.

Qualifications:

• 3 to 5 years of experience in a technical support or customer service role in either banking or fintech, such as core banking software or payments solutions.

• Understanding of APIs, payments integrations, and technical support best practices.

• Accounting knowledge would be a plus.

• Experience with customer support software and tools (ideally Zendesk), including their configuration to support management of SLAs and KPIs.

• Driven to continuously improve standards.

• Strong analytical and problem-solving skills.

• Ability to manage multiple priorities and work in a fast-paced environment.

• Excellent communication, interpersonal, and customer service skills.

• Empathy and a demonstrated ability to work well across functions, ideally with some experience in a remote set-up.

• Excellent level of English.

• Expertise in Excel.

What We Can Offer:

• Competitive compensation

• Flexibility around working location, anywhere in Europe works well

• Opportunity to work with a global team and customers

• Work with a successful, globally-applied SaaS business model

Oradian thrives to keep and promote an inclusive and diverse environment. So we can properly review your application please do check if: your information entered is in English and your email is correctly added. We aim to get back to all Candidates as soon as possible. Thank you!