Client Technical Support Tier 1 Support Specialist

Galileo Financial Technologies•Sandy, UT

10h•$22 - $28

About The Position

As a Client Technical Support Tier 1 Support Specialist you will provide B2B technical support for business partners, clients, banks, and external contact centers that do business with Galileo. We are looking for an analyst that is equally passionate about cultivating a best-in-class experience for our clients and internal partners.

Requirements

2+ years general customer service experience
Financial-services-specific customer service experience preferred
2+ years in a business to business Technical Support role preferred
Experience in resolving technical issues following SOPs, technical documentation, etc.
High attention to detail, with the ability to execute precise system updates or data entry with zero errors

Responsibilities

Perform initial work of cases and assign or escalate them to corresponding teams
Diagnose, troubleshoot and resolve cases following Standard Operating Procedures (SOPs)
Interact with clients to provide updates, request additional information, validate resolution, etc.
Keep clear and extensive case documentation
Serve as a primary initial point of contact for clients via phone, tickets, and other channels as needed
Become a specialist in Galileo’s offerings to provide clients with detailed responses that address and resolve situations and also offer solutions to meet desired outcomes
Assist with the maintenance and updating of client configurations to ensure service continuity
Deliver results to clients in a timely fashion while providing first-rate customer service and excellent communication skills
Meet individual and team goals, objectives, responsibilities, and priorities
Work with your direct manager with the goal of contributing to operational success