Global FinTech Client Support Specialist

Connext; Mandaluyong; On-site; PHP 502,000 - 837,000; Full time

Benefits offered by this job

Competitive compensation

Perfect Attendance Bonus

Life insurance

HMO Insurance

Great company culture

25% Night Differential

Annual Increase

Job summary

Connext is seeking a Client Support Specialist to work with a US client from the Philippines. The role focuses on providing technical and operational support for financial technology platforms, handling daily inquiries, and coordinating with internal teams to resolve issues while maintaining high client service levels.

Responsibilities include guiding clients on platform features, troubleshooting problems, and maintaining thorough documentation in the CRM.

Qualifications

• Minimum of three (3) years of experience in client-facing technical support or a similar role.
• Experience using CRM or ticketing systems.
• Experience providing technical support and troubleshooting for clients.
• Experience handling phone interactions with clients while maintaining professionalism.
• Proficiency in providing detailed technical support and troubleshooting various technical challenges.
• Strong problem-solving and analytical skills with a systematic approach to investigating issues.
• Strong organizational skills and attention to detail when managing tasks, documentation, and reporting.
• Proven ability to analyze data, generate reports, and identify errors or inconsistencies.
• Proven ability to communicate technical information clearly to non-technical clients.
• Proven ability to prioritize multiple client issues and manage competing requests effectively.
• Proven ability to work collaboratively with internal technical teams and other stakeholders.
• Proven ability to independently investigate issues and determine appropriate solutions or escalation paths.
• Clear and coherent written and verbal communication skills in English.

Responsibilities

• Serve as a primary point of contact for international clients and respond to daily platform-related inquiries.
• Provide guidance to clients on platform features, functionality, and processes.
• Troubleshoot client issues and identify appropriate solutions or escalation paths.
• Prioritize and manage client requests based on urgency and business impact.
• Maintain accurate documentation of client interactions, issues, actions taken, and resolutions in the CRM/ticketing system.
• Ensure client concerns are addressed promptly and professionally.
• Monitor platform performance and system activity using available monitoring tools.
• Investigate system issues and collaborate with internal technical teams to identify root causes and resolutions.
• Track and document bugs, system issues, and other technical concerns through appropriate ticketing or collaboration tools.
• Support testing and validation of new platform functionality, fixes, and enhancements.
• Identify recurring issues and opportunities to improve platform processes and client support.
• Build strong relationships with clients through responsive and effective communication.
• Explain technical concepts and solutions clearly to non-technical clients.
• Work closely with internal teams to ensure client issues are resolved efficiently.
• Identify opportunities to improve processes, workflows, and overall client experience.
• Follow company policies, procedures, and established support practices.

Skills

Client-facing experience

CRM systems

Technical troubleshooting

Phone support

Written and verbal communication

Problem-solving

Documentation and reporting

Data analysis

Collaboration with internal teams

English proficiency

Attention to detail

Time management

Customer relationship management

Independent investigation

Tools

CRM / Ticketing systems

Job description

Connext is seeking a Client Support Specialist to work with a US client from the Philippines. The role focuses on providing technical and operational support for financial technology platforms, handling daily inquiries, and coordinating with internal teams to resolve issues while maintaining high client service levels.

Responsibilities include guiding clients on platform features, troubleshooting problems, and maintaining thorough documentation in the CRM.