Customer Support Analyst at Multigate Payments Limited

• The ideal candidate is customer-centric, analytical, and thrives in a fast-paced fintech environment where precision, accountability, and proactive communication are critical to success.

Mission for this Role

• To deliver timely, accurate, and high-quality support to internal and external clients by resolving issues efficiently, coordinating cross-functional stakeholders, and contributing to continuous service improvement across all Multigate solutions.

Key Outcomes

• Service Delivery Excellence: Maintain agreed SLA compliance on ticket response and resolution timelines
• Issue Resolution Effectiveness: Resolve the majority of assigned tickets within agreed turnaround times while minimizing repeat incidents
• Cross-Functional Coordination: Ensure seamless collaboration between Support, Solutions Delivery, Product, Compliance, and Engineering teams to resolve client issues
• Client Satisfaction: Maintain high CSAT performance through clear communication, professionalism, and solution-oriented engagement
• Operational Accuracy: Ensure complete documentation of cases, root causes, and resolutions within CRM and ticketing systems
• Process Improvement Contribution: Identify recurring issue patterns and recommend workflow or product improvements

Competencies (Must-Have Skills & Behaviors)

• Customer-Centric Mindset - Strong commitment to delivering reliable, empathetic, and professional client support
• Problem-Solving & Analytical Thinking - Ability to investigate issues, identify root causes, and follow through to resolution
• Structured Case Management - Skilled at managing multiple tickets while maintaining SLA discipline and documentation accuracy
• Technical Fluency - Basic understanding of APIs, payment flows, reconciliation processes, and system integrations within fintech environments
• Clear Communication - Ability to communicate technical and non-technical information clearly to clients and internal stakeholders
• Execution Discipline - Strong follow-through, time management, and prioritization skills in a fast-paced environment

Cultural Alignment (Values Fit)
 

• Customer Obsession - Prioritizes client trust and long-term satisfaction
• Excellence in Action - Maintains high standards of responsiveness and accuracy
• Agility & Innovation - Adapts quickly to evolving products and regulatory environments
• Trust & Accountability - Takes ownership of assigned cases through to resolution
• Collaboration & Ownership - Works effectively across teams to remove blockers and

Requirements

• 3-5 years of experience in customer support within fintech, payments, banking, SaaS, or financial services
• Proven experience handling technical and non-technical support cases in a structured environment
• Familiarity with treasury, cross-border payments, correspondent banking, or cash management solutions is an advantage
• Experience using CRM and ticketing platforms (e.g., Zendesk, Intercom, Freshdesk)
• Ability to work cross-functionally with Product, Engineering, Compliance, and Operations teams
• Bachelor's degree in Business, Finance, Information Technology, or a related field

Key Metrics to Track

• SLA compliance rate (%)
• Average First Response Time (FRT)
• Average Resolution Time (ART)
• Ticket backlog levels
• Repeat incident rate
• Customer Satisfaction Score (CSAT)
• Escalation frequency and resolution timelines