Client Technical Support Tier 1 Support Specialist
SoFi Tech Solutions (formerly Galileo Financial Technologies) is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We apply tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity and achieve their most inspired goals. We lead our industry with superior fraud detection, security, decision-making analytics, and regulatory compliance functionality combined with customized, responsive, and flexible programs.
About the role
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 equally passionate about cultivating a best-in-class experience for our clients and internal partners.
Responsibilities
- Perform initial work on 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, and validate resolution
- 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 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
Requirements
- 2+ years of 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 and technical documentation
- High attention to detail, with the ability to execute precise system updates or data entry with zero errors
Pay
US-Based Base Compensation: $22 - $27.50 USD per hour.
Benefits
All roles are eligible for competitive benefits. More information about our employee benefits can be found at the Benefits at SoFi & Galileo page.