Multigate is a financial technology company focused on providing solutions that cut across payments acquisition, processing, and remittance as well as treasury and cash management for domestic and international corporates.
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The Client Support Role entails the provision of support to internal and external clients across all the solutions provided by Multigate, relating to both technical and non-technical issues.
It involves liaising with other internal teams to ensure external client issues are fully resolved in a timely manner.
Duties/Responsibilities
Have an in-depth understanding of all the solutions provided by Multigate
Provide support to Multigate's clients by managing and resolving issues (technical and non-technical) they may encounter in the course of using our solutions
Liaise with all concerned parties in the service delivery chain to ensure all clients' needs and raised issues are adequately resolved
Communicate product feature suggestions and updates based on interaction with the clients to the relevant product managers for planning, design and development
Ensure proficiency and effectiveness in the day to day operations of all Multigate's solutions
Ensure proper onboarding and administration of new clients on Multigate's solutions
Assist with special projects as assigned by your line manager
Be flexible to take up new additional responsibilities as directed by the line manager or divisional head
Requirements
Customer service skills: Customer-centric mindset with a passion for helping others
Effective communication skills, both verbal and written
High level of empathy, patience, and professionalism
Strong problem solving and analytical skills
Attention to detail and accuracy
Ability to work independently and as part of a team in a fast-paced environment
Proficiency in using CRM software and support tools (e.g., intercom, Zendesk)
Ability to manage multiple tasks and prioritize effectively
Project management skills
Education And Experience
Bachelor's degree in Business, Finance, Information Technology, or a related field
Minimum of 3 and maximum of 6 years working experience
Proven experience in customer support, preferably in the fintech or financial services industry
Familiarity with fintech products, treasury, crossborder payment, cash management and correspondent banking is an advantage
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