Customer Support Specialist, Private Platform Support

Octus; Islamabad; Remote; PKR 1,116,000 - 2,009,000; Full time

Job summary

Octus is seeking a Customer Support Specialist to deliver exceptional service to clients via email, phone, and chat. You will be the primary contact for account permissioning, inquiries, complaints, and technical support, collaborating with Tech, Product Operations, Customer Success, and Account Management.

You will join a growing team with proactive energy, handling audits, data maintenance, and ensuring customer satisfaction while navigating fast-paced environments and cross-functional

Qualifications

• Bachelor's degree in Business, Finance, Marketing, or a related field.
• At least 2 years of experience in customer operations or a related field.
• Basic knowledge of financial reporting and data security.
• Ability to diagnose complex client issues and suggest actionable workarounds.
• Strong problem-solving skills and ability to multitask in a fast-paced environment.
• Excellent verbal and written communication skills.
• Willingness to work in US hours. (Eastern or Pacific time)

Responsibilities

• Provide support to clients via email and phone for our Private Platform offerings.
• Respond to customer inquiries in a timely, professional manner.
• Ensure customer satisfaction with prompt, accurate responses to inquiries and complaints.
• Manage deadlines, fast turnaround on requests, and high stakeholder engagement.
• Provide technical support for our products and services.
• Perform regular data maintenance audits based on internal reporting.
• Maintain accurate, up-to-date customer information in the database.

Skills

Customer service

Communication

Problem solving

Multitasking

Data security awareness

Education

Bachelor's degree in Business, Finance, Marketing, or related field

Job description

Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets.
For more information, visit: https://octus.com/

Working at Octus

Octus hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that’s as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, and much more.

Role

As a Customer Support Specialist, you will be responsible for providing exceptional service to our clients via email, phone, and chat. You will serve as the primary point of contact for account permissioning requests, inquiries, complaints, and technical support issues. You will be expected to provide timely and accurate responses to customer inquiries and work closely with other departments within the company to ensure customer satisfaction.

We are a small but growing team with ambitious and energetic individuals. The team has very a pro-active, can-do approach to work, and we expect any new joiner to have the same energy.

The Customer Support team regularly works in collaboration with other teams such as Tech, Product Operations, Customer Success, Account Management and Data. You will get a lot of exposure and insight into how the company functions on a day-to-day basis.

Responsibilities

• The person hired for this role will be responsible for providing support to our client for our Private Platform offerings.
• Respond to customer inquiries via email and phone in a professional and timely manner.
• Ensure customer satisfaction by providing prompt and accurate responses to customer inquiries and complaints.
• The expectations from the incumbent will include managing tight deadlines, fast turnaround on requests and high stakeholder engagement.
• Provide technical support to customers with regards to our products and services.
• Perform and respond to regular audits based on internal reporting for data maintenance.
• Maintain accurate and up-to-date customer information in our database.
• Perform other related duties as assigned.

Requirements

• Bachelor's degree in Business, Finance, Marketing, or a related field.
• At least 2 years of experience in customer operations or a related field.
• Basic knowledge of financial reporting and strict adherence to data security and information barriers.
• Ability to diagnose complex client issues and suggest actionable workarounds.
• Strong problem-solving skills and ability to multitask in a fast-paced environment.
• Excellent verbal and written communication skills.
• Willingness to work in US hours. (Eastern or Pacific time)

Octus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed.