Financial Platform Support Specialist

Connext; Mandaluyong; On-site; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Night differential 25%

Annual raise

Life insurance

HMO Insurance

Great company culture

Perfect Attendance Bonus

Job summary

Connext is hiring a Client Support Specialist to assist an international client in the United States from the Philippines. The role focuses on technical and operational support for financial tech platforms, handling daily inquiries, troubleshooting, and coordinating with internal teams to resolve issues while maintaining high service levels.

You will serve as a primary contact for international clients, guide them on platform usage, and document interactions in the CRM/ticketing system.

Qualifications

• Minimum 3 years in client-facing technical support or similar role.
• Experience using CRM or ticketing systems.
• Experience providing technical support and troubleshooting for clients.
• Experience handling phone interactions with clients.
• Proficiency in providing detailed technical support and troubleshooting.
• Strong problem-solving and analytical skills.
• Strong organizational skills and attention to detail.
• Proven ability to analyze data, generate reports, and identify errors.
• Proven ability to communicate technical information clearly to non-technical clients.
• Proven ability to prioritize multiple client issues and manage competing requests.
• Proven ability to work with internal technical teams and stakeholders.
• Proven ability to independently investigate issues and determine solutions.
• Excellent written and verbal English communication.

Responsibilities

• Serve as a primary point of contact for international clients and respond to daily platform inquiries.
• Provide guidance on platform features, functionality, and processes.
• Troubleshoot client issues and determine solutions or escalation paths.
• Prioritize and manage client requests by urgency and impact.
• Maintain accurate documentation of client interactions and resolutions in CRM/ticketing system.
• Ensure client concerns are addressed promptly and professionally.
• Monitor platform performance and system activity with monitoring tools.
• Collaborate with internal teams to identify root causes and resolutions.
• Track and document bugs and system issues through ticketing tools.
• Support testing and validation of new platform functionality and fixes.
• Identify recurring issues and suggest process improvements.
• Build strong client relationships through effective communication.
• Explain technical concepts clearly to non-technical clients.
• Work with teams to ensure efficient issue resolution.
• Follow company policies and established support practices.

Skills

Client support

Technical troubleshooting

CRM systems

Phone support

English communication

Data analysis

Ticketing systems

Documentation

Tools

CRM platforms

Ticketing systems

Job description

Connext is hiring a Client Support Specialist to assist an international client in the United States from the Philippines. The role focuses on technical and operational support for financial tech platforms, handling daily inquiries, troubleshooting, and coordinating with internal teams to resolve issues while maintaining high service levels.

You will serve as a primary contact for international clients, guide them on platform usage, and document interactions in the CRM/ticketing system.