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Technical Support Specialist
2 months ago
Salary: $50,000
About MyBambu:
MyBambu is an innovative fintech platform that provides a comprehensive mobile digital financial solution aimed at underserved communities, particularly within Hispanic populations. Our mission focuses on enhancing financial inclusion by offering accessible services such as checking accounts without credit checks, remittance services, bill payments, and mobile top-ups. In 2020, we were honored with the FIS Impact Award for our commitment to innovation, and we strive to eliminate barriers to financial access and literacy through a bilingual, user-friendly mobile experience tailored to diverse user needs.
MyBambu is an E-Verify participant 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. For more information, please refer to the E-Verify Participation Poster or Right to Work Poster.
Your Role:
At MyBambu, the impact you can make is significant. We are seeking an individual who is enthusiastic about contributing to the success of MyBambu on a large scale. This role requires a serious work ethic, coupled with a willingness to enjoy the journey. We are looking for someone ready to elevate both MyBambu and their own career.
This full-time position requires in-person attendance and reports directly to the Chief Marketing and Operations Officer. As a Tech Support Analyst, you will provide extensive technical assistance, addressing hardware, software, and operating system issues related to the MyBambu app and its offerings. You will play a vital role in supporting users through various activities, including installation, upgrades, maintenance, troubleshooting, and diagnostics to effectively identify solutions and explore alternatives. This role demands a dynamic approach, necessitating collaboration with various internal teams such as product, operations, risk, compliance, and more.
Key Responsibilities:
- Client Support: Deliver technical assistance and support for incoming inquiries and issues related to our fintech products or services via phone, email, or chat.
- Troubleshooting: Diagnose and resolve technical issues, guiding clients through solutions or escalating complex problems to the appropriate teams.
- Product Knowledge: Develop specialized knowledge and provide hands-on support for our fintech products, ensuring solutions align with industry standards.
- Documentation: Create and maintain comprehensive documentation, including FAQs, troubleshooting guides, and best practices for both 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 enhancements.
- Testing and QA: Participate in testing new product releases, updates, or enhancements to ensure quality and identify potential issues prior to deployment.
- Training: Assist in developing training materials and conduct training sessions for clients or internal teams on effectively using our fintech products.
Skills and Qualifications:
- Excellent verbal and written communication skills.
- Proficient in Microsoft Office Suite or related software.
- Ability to adapt to a dynamic work environment and demonstrate creativity within a team.
- Strong problem-solving skills with the capability to address complex software issues.
- Knowledgeable in technical and operational proficiency to assist with implementing software and hardware solutions that meet business needs.
- Ability to identify the root causes of processing problems and delays, establishing corrective actions.
- Resolution-oriented mindset with proven experience guiding users through our online platform tools to find solutions.
Job Requirements:
- Bilingual proficiency in Spanish or Creole is preferred but not mandatory.
- A minimum of 1 year of experience in tech support.
- A Bachelor's degree in computer science, information technology, or a related field is preferred but not required.
- Technologically savvy with a strong understanding of Microsoft Suite.
- Excellent communication skills and a customer-centric approach.
- Demonstrated time management skills.
- Strong problem-solving abilities and adaptability to a fast-paced work environment.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
Benefits at MyBambu:
- Comprehensive medical coverage.
- 15 days of paid time off and 7 paid holidays.
- A supportive family-oriented corporate culture.