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Tech Support Analyst
2 months ago
What Is MyBambu?
MyBambu is a cutting-edge fintech platform delivering the first all-in-one mobile digital financial solution for underserved, primarily Hispanic communities. With a focus on financial inclusion, MyBambu offers easy access to a range of services, including checking accounts without credit checks, remittance services, bill payments, and mobile top-ups. Recognized with the FIS Impact Award for innovation in 2020, MyBambu is dedicated to breaking down barriers to financial access and literacy, empowering users through a bilingual, user-friendly mobile experience tailored to diverse needs.
MyBambu participates in E-verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new hire’s Form I-9 to confirm work authorization. Find out more information: E-Verify Participation Poster or Right to Work Poster
Your Opportunity:
The impact that you can have at MyBambu is powerful. We’re looking for someone who’s eager to take on a meaningful role in the success of MyBambu on a massive scale. Someone who takes works seriously, but also isn’t afraid to have some fun either. Someone who’s ready to take MyBambu—and their career—to the next level.
This is an in person full-time position reporting to the Chief Marketing and Operations Officer. As a Tech Support Analyst, you’ll be involved in delivering comprehensive technical assistance, addressing product hardware, software, and operating system concerns across the MyBambu app and its products. You'll be instrumental in aiding users throughout the entire spectrum of activities, including installation, upgrades, maintenance, troubleshooting, and diagnostics to effectively identify solutions and explore alternatives. This position involves a dynamic pace, necessitating collaboration internally with various teams such as product, operations, risk, compliance, and more.
Job Responsibilities:
Client Support
- Provide technical assistance and support for incoming queries and issues related to our fintech products or services via phone, email, or chat.
Troubleshooting:
- Diagnose and troubleshoot technical issues, guiding clients through solutions or escalating complex problems to the appropriate teams.
Product Knowledge
- Develop specialized knowledge and hands-on support in our fintech products, ensuring solutions that align with established industry standards.
Documentation
- Create and maintain detailed documentation including FAQs, troubleshooting guides, and best practices for internal and external use.
Collaboration
- Work closely with cross-functional teams such as product development, engineering, and QA to communicate client issues and contribute to product improvements.
- Supporting the team by managing incident escalations and ensuring timely client communication regarding unresolved matters.
Testing and QA
- Participate in testing new product releases, updates, or enhancements to ensure quality and identify potential issues before deployment.
- Analyze and evaluate support reports and make recommendations to reduce potential calls to the Service Desk.
Training
- Assist in developing training materials and conduct training sessions for clients or internal teams on using our fintech products effectively.
Skill and Abilities:
- Excellent verbal and written communication skills.
- Extremely proficient in Microsoft Office Suite or related software.
- Ability to adapt to a dynamic work environment and be creative within a team.
- The ability to solve complex software problems.
- Knowledgeable in technical and operational proficiency to be able to aid with implementing software and hardware packages to fulfill business needs.
- Ability to identify the cause of processing problems and delays and to establish corrective actions.
- Resolution mindset, proven experience helping users navigate the client online platform tools to a solution.
Job Requirements:
- Bilingual (Spanish or Creole) proficiency is preferred but not required.
- Minimum of 1 year of work experience in tech support.
- Bachelor’s degree in computer science, information technology, or related field is preferred but not required.
- Technologically savvy with a strong understanding of Microsoft Suite.
- Excellent communication skills and a customer-centric approach.
- Demonstrate adept time management skills.
- Strong problem-solving skills and the ability to adapt to a dynamic and fast-paced work environment.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
Bambu Benefits
- Excellent medical coverage.
- 15 days of paid time off and 7 days of paid holidays.
- Our small family corporate culture.
