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APEXX
,
London, Greater London
Customer Success & Support Ops Analyst
Overview
Job Description
About APEXX APEXX is a dynamic fintech scale-up, founded in 2016 with the goal of creating cutting edge payment technology. Our vision is to be the payment industry's most merchant centric provider. Through our platform a merchant can connect via a simple API connection to the world's payment ecosystem, increasing conversion at lower cost and satisfying their entire payments needs. We excel at bringing transparency and efficiency to the payments market. What's more, we won the 'Most Disruptive Payment Technology' award in 2018 for the second consecutive year. No other company has ever retained this award and it demonstrates that APEXX is at the forefront of what can be achieved in Payments Technology. APEXX has had significant client wins since launching and counts a number famous brands in fashion, travel and retail as some of our key clients. The team is incredibly committed and enthusiastic about what we are building - top of the class payments solutions and a valuable business. This is infectious and creates a wonderful office atmosphere. Role Overview Our Implementation & Customer Success Manager is looking for a Customer Operations Executive to join the team and assist in continuing to build and create a great customer experience. Our successful candidate will be someone who is eager to learn, has a logical mind and is curious about data. The role requires someone with a roll-the-sleeves-up attitude, who enjoys overcoming challenges and is a naturally talented verbal and written communicator. This position has the opportunity to kick-start a fulfilling career in the world of tech and the chance to work with bright minds and lovely characters. If youre a self-starting recent graduate or an individual who is currently working but is aspiring for more, this is a great foot in the door with a plethora of opportunities for growth. Requirements Responsibilities * Methodically examine and interpret transaction data * Review and respond to incoming queries from clients and escalate to appropriate departments * Solve problems and respond back to issues presented by the client in a timely manner * Write and deliver helpful content for our clients to access online * Work with our product team to understand new product releases and how this may affect customer experience, ensuring timely delivery of of maintenance notices and any other updates as required as part of Service Level Agreements with clients * Be proactive in approach to update internal documentation that supports APEXXs product suite * Create reports that are presentable to both clients and internal management that maps performance or the customer operations area * Work closely with our support specialists and, in some cases, our engineers to deliver high-quality client support * Assist with the continuous training and development of the support specialist team, establishing strong team-work attitude, knowledge sharing and self-sufficiency in support procedures * Assist in the planning and coordination of incident practice, working with teams to ensure procedures are followed for varying scenarios, drafting template communications for internal and external parties, and suggest improvements to these procedures according to practice results Desired Behaviours * Is interpersonal with skillful verbal and written communication in English * Great teamwork and collaboration is key * Remains calm under pressure * Inquisitive about data and using it to solve problems * Ability to multitask and prioritise your workload * A genuine interest in payments technology Minimum Competencies * 12 months experience in a customer-facing environment * Be process-driven whilst maintaining a customer-centric mindset * Demonstrated problem solving skills * Basic to intermediate SQL skills (MySQL, Snowflake) * Familiarity with APIs and how they work * A competent user of Excel and/or Google Sheets Desired Competencies - experience in any of the following areas an advantage: * Producing reports using business intelligence tools (Amazon Quicksight, Apache Superset) * Supporting Software-as-a-Service products * Agile development methodology * IT Service Management * Payment Processing * Experience with API testing, cloud protocols and use of Postman Benefits Apart from the opportunity to work for a tech start-up, having great responsibility and varied tasks every day, other benefits include the opportunity to join APEXX pension scheme with Scottish Widows, 600 yearly learning and development budget and access to thousands of perks through Perkbox (discounted tickets, restaurants and shopping etc)