Client Support Specialist
August 30
🏡 Remote – New York
Description
• Omni-Channel Support: Provide exceptional support across multiple channels, including email, chat/messaging, and phone, with potential future expansion to video support. • Troubleshooting: Apply a systematic approach to isolating, understanding, and solving complex customer issues, ensuring a thorough resolution. • Customer Education: Empower customers by helping them maximize the benefits of Trustly's products and services. • Ownership: Take full ownership of customer issues from start to finish, coordinating with internal and external stakeholders to ensure timely and effective resolution. • Technical Support: Address inquiries related to our implementations at enterprise merchants, including APIs, UI, and transaction-related questions. • Business/Financial Support: Assist with answering questions related to financial and payment transactions, as well as collections. Customer inquiries include payment status, payment declines, transaction inquiries, collections, and more. • Working Hours: Work 8-hour shifts Monday through Friday, between 8:00 am and 9:00 pm EST, with a rotating schedule every 5 weeks.
Requirements
• You have a deep empathy for customers, a passion for helping them, and an obsession with delivering outstanding service. • Strong written and verbal skills are essential, with experience supporting customers via email/chat as well as on the phone. • You bring 3+ years of experience supporting customers in a technical environment, with Payments or Fintech experience being an asset. • Education and training in the financial or technology space is a plus, enhancing your ability to understand and communicate complex topics. • Familiarity with tools such as Salesforce, Slack, and Google Suite. • You must have reliable, high-speed internet and be able to maintain a confidential, distraction-free workspace for calls and virtual meetings. • You thrive in a remote work environment, managing your time effectively and taking the initiative to address issues as they arise. • #LI-Remote
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