Fintech Analyst II

2 weeks ago


Jersey City, New Jersey, United States Tek Experts Full time
Customer Support Experience

We're seeking a Fintech Analyst II to serve as the first point of contact for customer queries and issues. As a key member of our team, you'll gather information from our technical teams and communicate findings and resolutions directly to the customer via phone, email, and chat.

This role requires collaboration with colleagues to continuously improve and deliver exceptional customer service. You'll be responsible for driving exceptional outcomes with purpose-built solutions, leveraging your technical skills to resolve complex customer issues.

Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who strive to help our customers succeed.

Responsibilities:

  • Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams.
  • Create and maintain incident management requests to product group or engineering group.
  • Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience.
  • Provide ramp activities, knowledge sharing, technical coaching, and mentoring.
  • Drive technical collaboration and engagement outside of customer support services.
  • Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.

Qualifications:

  • Minimum 1 year of experience in financial services and/or Technical Support experience, managing customers.
  • Familiarity with Azure and/or compete cloud products (Preferred).
  • Knowledge of Excel: Pivot tables, Filters & look-up function (Desired).
  • Demonstrable troubleshooting skills.
  • Technical skills: Understanding of subscription management and billing platforms.


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