Monitoring Support Specialist supporting automated tests for enterprise customers in AI - powered customer experience assurance. Investigating failures and preventing service disruptions while on a hybrid schedule.
About the role
- Customer Support Specialist in the MoneyMatrix Division assisting clients with payment processing needs and providing best customer support experience. Monitoring platform, resolving incidents, and collaborating with departments.
Responsibilities
- Monitoring the payments platform and reporting any observed transaction issues.
- Assisting our clients with all queries regarding the payment platform, reported over email or chat.
- Create and follow up until resolution priority 3 and 4 Incident tasks are resolved to fix technical issues in the payment platform.
- Signaling and transferring to the technical department priority 1 or 2 Incident tasks.
- Opening Configuration tasks to tailor payment methods in accordance with client's requests and needs.
- Manually syncing or changing transaction statuses, if necessary to correct issues in the automatic processing.
- Acknowledging and taking action based on alerts received in cases of any type of disruption of the transaction processing.
- Sending official notifications to our clients regarding changes in transaction processing and scheduled or unscheduled maintenance.
- Working closely with different departments to be the first point of contact for our clients and ensure all their processing needs are met.
- Notifying internal departments of any matter that would create a block for transaction processing or of any need our department has identified in the best interest of our clients.
- Having in-depth knowledge of all department-related procedures and the software's functionality.
- Assisted with transaction processing and communication with the client in cases where we performed platform migrations.
Requirements
- Excellent English skills are mandatory, with a B2 or higher level required.
- Previous experience with online payment processing or chat/email customer support is a plus.
- Computer savvy.
- To have an all-around logical approach, high attention to detail, accuracy and ability to multi-task.
- Excellent written and verbal communication skills.
- Active listener with a proactive work ethic.
- Ability to follow documented procedures and apply logical thinking to find new solutions.
- Willingness to continuously learn and improve.
- Highly organized and focused on the client experience.
- Ability to work independently and also to cooperate within a team.
- Time management skills.
- Ability to understand and communicate technical problems concisely and professionally.
Benefits
- Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
- Hybrid work schedule : 60% work from the office and 40% work from home per quarter (during your first 3 months, you'll be in the office full-time).
- Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
- Daily catered lunch or monthly lunch allowance.
- Private Medical Subscription.
- Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
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