Associate, Help Desk at Flutterwave

The Role: 

• As an Associate, Help Desk at Flutterwave, you will play a crucial role to our Enterprise and small and medium-sized business (SMB) prospective customers,  in providing exceptional customer support and technical assistance to our clients and users.
• Your primary responsibility will be to address inquiries, troubleshoot issues, and ensure that all customer interactions are handled professionally and efficiently.
• You will be an essential part of our mission to deliver a seamless and positive experience for our customers using Flutterwave's innovative financial technology solutions.

Responsibilities include but are not limited to:

Customer Support:

• Respond promptly to customer inquiries through various communication channels, including email, chat, and phone.
• Assist customers in navigating through technical issues, payment processing, account management, and other related matters.

Technical Troubleshooting:

• Diagnose and resolve technical issues reported by customers, ensuring a timely and effective resolution.
• Troubleshoot and provide solutions for problems related to payment processing, transaction discrepancies, account access, and more.

Issue Tracking and Documentation:

• Log all customer interactions, inquiries, and resolutions accurately in the support ticketing system.
• Maintain a comprehensive knowledge base of common issues, solutions, and best practices to facilitate consistent customer support.

Customer Advocacy:

• Act as a liaison between customers and internal teams, providing valuable insights from customer interactions to help improve our products and services.
• Advocate for customer needs and provide feedback on opportunities for enhancement or improvement.

Continuous Learning:

• Stay updated on Flutterwave's products, services, and new features to effectively assist customers.
• Continuously develop your technical knowledge and customer service skills to provide exceptional support.

Collaboration:

• Collaborate with cross-functional teams, including technical support, engineering, and product teams, to address customer concerns and contribute to ongoing improvements.

Required competency and skillset to be a waver

• Bachelor's degree in Business, IT, or a related field, or equivalent experience
• 2 – 3 years’ experience in a customer service or help desk role, preferably in the payments, online banking, and financial technology industries.
• Excellent communication skills, with a genuine passion for helping customers.
• Good problem-solving skills, with a genuine passion for helping customers.
• Proficiency in using customer support tools (Microsoft Excel, etc.), ticketing systems, and CRM software.
• Ability to work effectively in a fast-paced and dynamic environment.
• Attention to detail and ability to prioritize and manage multiple tasks simultaneously.