Senior Customer Support Specialist providing exceptional customer support and processing analysis for clients in Guatemala. Assist with high escalations and create outstanding user experiences.
About the role
- Support clients by managing requests and monitoring system performance at OKTO PAYMENTS. Collaborate with internal teams to resolve complex issues and drive process improvement.
Responsibilities
- **What You’ll Do**
- **Support Client Requests: **Manage and resolve support requests, ensuring our B2B and B2C clients feel heard and assisted promptly
- **Incident Management:** Prioritize and manage support tickets effectively, escalating complex issues to higher-level technical teams when necessary to ensure swift resolutions.
- **Monitor System Performance: **Keep a keen eye on system performance, proactively identifying potential issues and addressing them before they impact our users.
- **Collaborate Across Teams: **Work closely with Tech, FinOps, and other internal departments to tackle and resolve intricate issues effectively, fostering a culture of teamwork.
- **Gather and Share Feedback: **Actively collect insights from customer interactions and relay valuable feedback to management, driving continuous improvement in our processes and services.
Requirements
- **Effective Communication: **Fluency in both Greek and English, with solid verbal and written communication skills that can clearly convey technical concepts to diverse global audiences. **Spanish **would be considered as an asset
- **Customer-Focused Attitude: **A strong commitment to helping customers and ensuring their satisfaction through professional, empathetic interactions that leave a lasting impression.
- **Technical Expertise: **An openness to learning about systems and tools used in the role, with a practical approach to troubleshooting.
- **Ability to Clarify Complex Issues: **An ability to explain complex information in simple, actionable terms to help customers feel at ease.
- **Αttention to Detail:** An organized and detail-oriented approach to work, with accurate documentation of issues.
- **Proactive and Flexible Team Player: **A self-motivated individual who thrives in a collaborative environment, showing flexibility and a genuine eagerness to learn and grow.
- **Independent Problem Solver: **A proactive learner with the initiative and capability to tackle challenges head-on and provide effective resolutions.
- **Rotational Shift Availability: **Willingness to work in a rotating shift schedule(morning or afternoon), including 1 weekend per month, and holidays.
Benefits
- 💸 Competitive remuneration package according to your experience.
- 🌍 Opportunity to work in a fast-paced international company.
- 🏠Friendly, motivating, and challenging environment where you can thrive and develop your skills.
- 📚 Continuous training for all your learning and development needs.
- 👩⚕️ Medical insurance.
- ⭐Career advancement and organized feedback framework.
- 🎂 Birthday leave because we believe your special day should be spent celebrating, not working.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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