Support Analyst EMEA

About the job

We are looking for the best Support Analyst for our team 🚀

A Support Analyst is responsible for resolving customer queries, recommending solutions, and guiding product users through features and functionalities. A Support Specialist is someone who can provide solutions to not only the client but the contractor.

🪄What we expect from you:

● Receive, process and respond to the tickets that enter through the Intercom views,

guaranteeing compliance with the established procedures.

● Perform periodic monitoring of claims in Pending status, in order to ensure response

times.

● Meet the indicators of productivity, first response time, reopening, satisfaction, and

quality required in the performance of Agents.

● Ensure Intercom response compliance in chronological order (oldest to newest) and

according to priorities

● Ensure the correct, timely and adequate response of internal and external

communication channels (chat, mail...etc)

● Timely review and management of tickets assigned to other support areas of the

company in pending status.

● Ensure proper compliance with customer data protection laws globally.

● Read and comply with the news information published in the mail groups and Slack

channels.

● Timely report technical and/or human incidents that affect the provision of the service

and require the immediate implementation of contingency plans that guarantee the

continuity of the service.

🤟🏼New Rockstar needs to:

● At least 1 year in the CX team handling chats.

● Knowledge of a case management tool (Intercom, Zendesk, Kustomer, CX-One).

● Fintech experience (transfers, wire, ach, crypto) or Experience providing services to a bank.

● Flexible schedules (night shift, Saturdays, Sundays, holidays)

● Specific knowledge of Intercom (Plus)

● Autonomous, high energy.

● English language (written and spoken) at a professional level.

● Outstanding metrics in team (Csat-FRT-max number of tickets handled)

🎓 Education:

What do we offer: