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Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
Job Summary:
Primary partner contact for support through email, chat, and phone. Proficient in JIRA for efficient ticket management within SLAs. Emphasizes clear communication, technical troubleshooting, and escalation of complex issues. Adherence to SLAs ensures high partner satisfaction. Meticulous documentation supports knowledge sharing. Stays updated on industry trends for continuous improvement.
Essential Functions: Duties and Responsibilities
- Customer/Partner-Facing Support: Act as the primary point of contact for our partners, providing top-notch support via various channels, including email, chat, and phone.
- Ticket Management: Utilize JIRA to efficiently manage and resolve support tickets within defined SLAs.
- Communication: Maintain clear and effective communication with partners, keeping them informed about the status of their requests and providing timely updates.
- Technical Troubleshooting: Be the go-to person for technical issues, demonstrating proficiency in reviewing incoming and outgoing API calls, server logs, and resolving common payment-related issues.
- Escalation: Identify and escalate complex technical issues to the engineering team, ensuring a prompt and effective resolution.
- Adherence to SLAs: Consistently meet and exceed service level agreements (SLAs) to ensure a high level of partner satisfaction.
- Documentation: Keep detailed and accurate records of support interactions, technical solutions, and common issues for knowledge sharing and process improvement.
- Continuous Improvement: Stay updated on industry trends, technology advancements, and product features to enhance support capabilities.
Required Skills/Abilities:
- Strong technical aptitude with the ability to understand and troubleshoot API calls, server logs, and other technical aspects.
- Proven ability to analyze and resolve complex technical issues, demonstrating a proactive and solution-oriented approach.
- Demonstrate a strong ability to follow and improve processes, ensuring efficiency and consistency in support operations. Take initiative to identify areas for improvement and implement solutions proactively.
- Excellent verbal and written communication skills, with the ability to convey technical information to non-technical audiences effectively.
- Collaborative mindset with the ability to work seamlessly with cross-functional teams.
- Comfortable working in a fast-paced and evolving environment, adapting to changes and prioritizing effectively.
Education and Experience:
- Experience: Minimum 5 years of combined experience in customer support and technical support roles, preferably within the Fintech or financial services industry.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
- Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries
- May work at computer monitors for prolonged periods with danger of eye strain and muscle pain
Affirmative Action/EEO Statement:
The employment policy of Edenred is to provide equal opportunity to all persons. Our company, therefore, has made a commitment to equal employment opportunity through a positive and continuing affirmative action program. No employee or applicant for employment will be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, creed, citizenship status, age, marital status and/or any other Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities.
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