IT Support

Job Summary. As a Fintech Support Specialist, you will be the primary point of contact for our internal team, clients, and partners, providing exceptional support and resolving issues related to our fintech products and services. You will work closely with cross-functional teams to ensure a seamless client experience and contribute to the continuous improvement of our support processes

Key Responsibilities. Client Support:. Provide timely and accurate support to clients and partners following the defined SOP

Troubleshoot and resolve issues related to our product or service

Escalate complex issues to the appropriate internal teams and follow up to ensure resolution

Product Knowledge (Good To Have). Maintain a deep understanding of fintech products and services

Stay updated with new product releases, updates, and industry trends

Process Improvement. Identify and document common client issues and feedback

Work with the Support Manager and other departments to improve support processes and client experience

Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles

Data Analysis. Analyze client data to identify trends and patterns in support issues

Use data insights to recommend improvements in product features and support processes

Collaborate with the data analytics team to leverage data in enhancing client support strategies

Collaboration. Collaborate with cross-functional teams, including Product, Engineering, Sales, and Marketing, to resolve client issues and improve product offerings

Participate in regular team meetings and provide insights and suggestions for improvement

Reporting. Track and report on support metrics, including response times, resolution times, and client satisfaction

Analyze support data to identify trends and areas for improvement

Provide regular reports to the Support Manager and other stakeholders

Qualifications. Bachelor's degree in Finance, Business, Information Technology, or a related field

2+ years of experience in a support role, preferably within the fintech industry

Strong understanding of fintech products, financial services, and regulatory requirements

Excellent problem-solving skills and attention to detail

Exceptional communication skills, both written and verbal

Ability to work independently and as part of a team in a fast-paced environment

Proficiency in support software and tools, such as Freshdesk, Zendesk, Jira, or similar platforms

Understanding of data analysis and the ability to interpret data trends

Multilingual skills are a plus

Additional Technical Requirements. 1 to 2 years hands-on development experience using Core Java, J2EE, Spring, Hibernate, Web Services, and PostgreSQL/MySQL

Highly self-motivated, disciplined, confident, and mature with well-developed analytical and problem-solving skills

Experience in server-side component design, detailed technical design, development, implementation, and maintenance

Strong background in object-oriented analysis and design

Experience in working on GUI and UX flows

Proven track record of being a successful developer by accomplishing tasks on schedule with strong initiative, commitment to quality, and team player

Experience in performance optimization by code optimization, profiling, detecting bottlenecks, and finding contended locks in the system

Experience working in high-performing development teams using Agile/Scrum methodologies and tools (e.g., Agile Jira)

Technical Skills. Proficiency in Java/JDK 8 and above, Spring, Spring Boot, Web Services (SOAP & REST), XML parsing & Schema Design Skills, ORM, Multi-Threading, etc

Solid coding fundamentals (e.g., Object-Oriented design, data structures, dependency injection)

Experience with widely used third-party frameworks (e.g., Spring, Hibernate)

Experience with database technologies, preferably PostgreSQL/MySQL. Key Competencies:. Client-focused: Demonstrates a commitment to providing exceptional support and building strong client relationships

Technical aptitude: Ability to quickly learn and understand complex fintech products and systems

Problem-solving: Identifies and resolves issues efficiently and effectively

Communication: Communicates clearly and concisely with clients and internal teams. Teamwork: Works collaboratively with others to achieve common goals

Data-driven: Uses data to drive decision-making and improve support processes

Why Join Us. Opportunity to work with a leading fintech company

Dynamic and innovative work environment

Career growth and development opportunities

Show more Show less