Descrição
What you’ll do at Deel
- Proactively handle deeper escalations related to payments and cards issues or requests that are raised via our general support team.
- Within strict Service Legal Agreements, deeply investigate these issues or requests, categorize them for broader analysis, and/or assign them to a relevant team.
- Contact any relevant third-party partners to further escalate issues or requests and stay in touch with them until resolution.
- Collaborate with other internal teams and actively update the affected users until their issues are resolved.
- Communicate clear & concise answers to complex technical questions.
- Decrease the number of escalations from frontline support teams by helping with training or suggesting additional product enhancements, tools, or process improvements to implement.
- Use data to conduct root-cause analysis to suggest ways to prevent customer support escalations in the first place.
Some key qualifications
- 0-4 years of experience in handling complex and/or technical customer escalations, in a Tech or FinTech start-up environment is a plus (level and title will be determined based on years of experience).
- Ideally have prior experience in using Atlassian JIRA and/or similar tools.
- Ability to explain complex issues in an easy and understandable manner.
- Excellent track of diagnosing and troubleshooting technical or finance/accounting/payments issues.
- Strong attention to detail and analytical skills.
- Has a hard-work ethic, integrity, and a deep sense of accountability in maintaining high quality and volume of work output.
- Basic knowledge of SQL is a plus.