Technical Support Specialist

As the Technical Support Specialist, your primary responsibility is to deliver expert technical assistance and support to customers, clients, and internal staff. You will adeptly troubleshoot software and hardware issues, offer guidance on the utilization of computer systems and applications, and ensure the resolution of technical problems with promptness and efficiency. This role demands strong problem-solving capabilities, effective communication skills, and the ability to work both independently and collaboratively with team members. If you are ready to be a technical problem-solving expert and contribute to seamless operations, apply now to join our dynamic team.

Key Responsibilities

Stakeholder Support

• Respond promptly and professionally to internal and external inquiries across various channels (chat, email, phone)

Issue Diagnosis & Resolution

• Troubleshoot issues relating to software; provide step-by-step guidance for effective problem resolution 

Collaboration & Escalation

•  Work with senior technicians and other departments to resolve complex technical issues and provide timely support 

System Maintenance, Configuration & Monitoring

• Install, configure, and maintain essential software, operating systems to support neobank applications.
• Set up and monitor performance tracking and alert systems for key business processes and applications, ensuring early detection and resolution of potential issues to maintain optimal system functionality 

Remote Support

• Offer remote assistance to stakeholders during installation, configuration, and troubleshooting sessions

Documentation & Knowledge Sharing

• Accurately document issues, solutions, and processes, contributing to a knowledge base for common problems. Share knowledge to enhance team performance

Quality Control & Compliance

• Ensure that technical processes meet neobank compliance standards, especially when handling sensitive financial and customer data

Job Requirement

• Basic understanding of networking principles, troubleshooting, and familiarity with monitoring tools for end-user and business applications.
• Experience with monitoring and test tools, including the Kibana dashboard and Postman for API testing.
• Knowledge of database systems (such as SQL or similar) to generate business reports and analyze data to support system improvements.
• Ability to install, initiate, and maintain end-user monitoring systems to track performance and identify potential issues
• Strong understanding of data security best practices, especially within a digital banking environment.
• At least Network+ certification or equivalent foundational knowledge.
• Strong verbal and written communication skills for effective interaction with stakeholders from diverse backgrounds.
• Patience and empathy when assisting end-users, with a commitment to a customer-centric approach.
• Ability to analyze issues, use troubleshooting tools, and apply a structured approach to resolving technical problems quickly and efficiently.
• Adaptability to handle various requests, multitask, and prioritize in a fast-paced neobank setting.
• Willingness to work shifts, including late evenings and weekends, based on neobank hours.
• Ability to work collaboratively within a team, share insights, and contribute to continuous process improvement.
• Experience: At least 1-2 years of experience in technical support, preferably in a financial or fintech environment.
• Tools Proficiency: Basic understanding of data monitoring (Kibana), API testing (Postman), and familiarity with customer support software is a plus.