Job Description

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.

Job Types: Full-time, Permanent

Pay: ?500,000.00 - ?700,000.00 per year

Benefits:

• Paid sick time
• Provident Fund

Shift:

• Day shift

Experience:

• Technical support: 2 years (Required)
• Core Java and SQL: 1 year (Preferred)
• Fintech industry: 1 year (Preferred)

Work Location: In person