About the job
As a member of the Customer Care team in Optasia operating in Financial Technology space, you will ensure serving end-clients in the best possible way. The Customer Care Engineer will be responsible for undertaking Customer Care issues related to individual end-users matters coming through partners.
The role is critical in maintaining long-term customer satisfaction, fostering client loyalty to the company’s services, and contributing to overall business growth and success. Effective communication, technical expertise, and a deep understanding of the business context are key components of success in this role.
What You Will Do
- Addressing and resolving end-customer issues, concerns, or complaints related to the company’s Fintech services
- Understand the unique business requirements and challenges of each client to tailor support solutions accordingly
- Adhere to and manage SLAs established with business partners to meet their expectations regarding issues Response and Resolution times
- Collaborating with other internal teams, to escalate and resolve more complex customer-related issues
- Maintaining proper documentation for Customer Care issues
- Providing feedback to the team’s management based on recurring customer issues
- Work with ticket management platforms for logging and tracking of issues
What You Will Bring
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field
- Proven experience of at least 2 years in Customer service / Technical support, or a related engineering role
- Hand-on experience with SQL and/ or Postgres databases
- Ability to work 5 days per week including weekends
- Strong problem-solving and analytical skills
- Excellent communication skills, both verbal and written
- Experience with ticketing systems
- Ability to work independently and as part of a team in a fast- paced environment
- Strong organizational skills and attention to detail
- Fluent in English
- Familiarity with Linux and Python is a plus
