Description

About the company:

Tyfone, a global leader in the SaaS Digital Banking and Digital Payments sector, is redefining how the world engages with digital finance. Our solutions, nFinia, and payFinia, empower individuals, businesses, and families to transact and interact with financial technology seamlessly and innovatively. Customers of our technology are U.S banks and credit unions.

Tyfone is an equal-opportunity employer. We encourage candidates from diverse backgrounds to apply.

About the role:

The Technical Support Representative will be responsible for providing first-line technical assistance to customers via phone, email, and chat. This role requires a customer-focused individual with strong problem-solving skills and the ability to communicate technical solutions in an easy-to-understand manner. The ideal candidate is comfortable working in a high-volume call environment, addressing customer concerns with professionalism and empathy, and collaborating with internal teams to ensure seamless issue resolution.

Skills and Qualifications:

• Strong problem-solving and critical-thinking abilities.
• Excellent customer service skills with a focus on quality and satisfaction.
• Proficiency in using Microsoft Office Suite.
• Previous helpdesk or technical support experience preferred.
• Ability to communicate professionally and clearly in both verbal and written formats.
• Familiarity with SQL and/or C# is preferred.
• Basic understanding of operating systems and databases.
• High attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Adaptable to change, with a strong sense of dependability and initiative.
• Ability to work independently and collaboratively as part of a team.
• Knowledge of financial institution business operations is a plus.

Experience and Education:

• 3-5 years of relevant work experience, including product support, technical support, or banking.
• Experience with tools such as Salesforce Service Cloud, JIRA, and Wrike preferred.
• Bachelor’s degree or equivalent education and/or work experience required.

Key Responsibilities:

• Customer Assistance:
  • Provide first-line technical support to customers via phone, email, and chat.
  • Respond to helpdesk tickets promptly and accurately.
  • Troubleshoot and resolve technical issues, escalating to senior engineers as needed.
• Communication and Documentation:
  • Effectively communicate technical concepts in simple, customer-friendly language.
  • Document all interactions with customers in the ticket tracking system.
  • Write and maintain knowledge base articles and how-to documentation for internal and external use.
• Technical Problem-Solving:
  • Identify problems and guide clients through corrective steps.
  • Recommend effective system changes to improve performance.
  • Assist in building and reviewing the knowledge base to enhance system support capabilities.
• Process Adherence:
  • Ensure compliance with performance targets, service-level agreements, and phone queue management guidelines.
  • Adhere to company standards and best practices for customer service and support.
• Customer Advocacy:
  • Act as a liaison between customers and internal teams, ensuring customer feedback is communicated effectively.
  • Provide training and support on Tyfone’s software products to customers.
• Continuous Learning:
  • Maintain proficiency in product features, updates, and technical knowledge.
  • Stay informed about financial industry trends, compliance requirements, and best practices.