Technical Support Engineer (Level 2)

Thunes ,
London, Greater London
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Job Description

Company background Thunes mission is to unlock opportunities for Emerging Markets. We interconnect mobile wallet operators, corporates, merchants, money transfer operators, payment service providers and banks to unlock opportunities for businesses and individuals alike to participate in the global economy. Providing unparalleled emerging market coverage and smarter transfer solutions for cross border payments, we enable financial inclusivity for those who need it most. Our Mission 1.7 billion adults worldwide are still excluded from the global economy lacking access to any financial service. We make financial services global and accessible to everyone with our interoperable network supporting local and relevant payment and transfer methods. Our Solutions We act as a trusted, neutral aggregator in a deeply fragmented industry. Without a trusted, neutral and interoperable aggregator, the partners of a payment transaction would waste time and costly resources developing their connections to multiple systems. Multiple connections would also mean that these actors have to charge higher prices, which could prohibit financial inclusion and the spread of digital financial services. We offer key payment solutions to tackle the speed, cost-efficiency and accessibility challenges for emerging markets: P2P remittance processing Corporate mass payouts Digital payment services International Trade Invoice Payments CONTEXT OF THE ROLE Reporting to the Customer Care Manager based in Singapore, the Technical Support Engineer based in London is in charge of handling escalations from Level 1 agents on a global scale of operations. The role will be working closely in responding and resolving customer complaints involving deeper investigations on the root cause of the issue and be able to suggest changes in order to improve system performance or processes. KEY RESPONSIBILITIES Troubleshoots and responds to customer issues and provide timely update and resolution to customer according to SLA process Investigates application errors and escalate critical issues to relevant parties until service restoration Monitors systems and applications by reacting to system alerts Works closely with cross functional teams to support operational process Proactively conducts investigations on improving the Quality of Service we provide to customers Identifies potential issues and suggest corrective actions Provides excellent customer experience and ensure that resolution is provided to every issue Participates in on-duty rotation during weekends and public holidays when needed PROFESSIONAL EXPERIENCE/QUALIFICATIONS At Thunes to ensure we set out clear expectations for the business and you to succeed, it is equally important for us in defining not only the nature of the role responsibilities but that the cultural fit in working style and approach is a match! So please read carefully below before putting yourself forward Qualification Minimum diploma degree in Information Technology, Computer Science or equivalent. Experience At least 2 years' experience in Customer Service environment Strong troubleshooting and analytical skills. Excellent written and verbal communication skills in English, other language is an advantage Ability to work independently and effectively work under pressure Excellent customer service skills Naturally curious and pays attention to the details Demonstrate motivation to learn new skills Preferably with Customer Service experience in banking or technical industry Apply for this Job

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