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Yapily
,
London, Greater London
Technical Support Representative (1st line support)
Overview
Job Description
Company Description Yapily is here to power a new era of financial services so that everyone can receive faster, affordable and personalised financial products. Yapily uses an open API, powering applications behind the scenes, to seamlessly connect and securely access financial information. We enable companies to access financial information to enrich the customer experience in Banking, Lending, Payments, Accounting and Money Management. Yapily raised more than $18m funding and this is an incredibly exciting time to join the business as our international presence is rapidly increasing. Due to our rapid expansion and strong business growth, we are looking for a Customer Support Technician (1st line support) to join our client support team to assist in managing responses to inbound client queries. We are looking for a keen candidate that can provide friendly, customer-facing support, be proactive about solving problems, contribute to group troubleshooting discussions, and have the aptitude to learn how to set-up, configure and administrate systems and applications. Customer support is a critical function within Yapily, having influence on all aspects of Yapily's service delivery, including Sales, Technology, Product and Operations. Yapily thrives on collaborative success, where customer focus and delivery is at the heart of everything we do. Job Description At Yapily, we thrive on collaborative success, customer focus and delivery is at the heart of everything we do. Due to our rapid expansion and strong business growth, we are looking for a Customer Support Technician (1st line support) to join our client support team to assist in managing responses to inbound client queries. Customer support is a critical function at Yapily, it has a huge influence on all aspects of Yapily's service delivery, including Sales, Technology, Product, and Operations. We are looking for an amazing Customer Support Technician who can provide dedicated support to customers. You will collaborate closely with our Customer Success Managers and Developers to resolve software issues and swiftly address customer requests. Ideally, you will also have the aptitude to learn how to set-up, configure, and administrate systems applications. * Providing technical guidance to customers on our products. * Liaising with customers and internal experts to ensure appropriate and timely action is taken, consistently driving towards solutions. * Prioritise and manage multiple open issues in our helpdesk. * Supporting customers of all sizes and industries to make the best use of our APIs. * Support customers as they manage their accounts and bank integrations on our online portals. * Provision of clear step-by-step technical help, both written and verbal. * Ensure Yapily's SLA (Service Level Agreements) targets with customers are upheld, identifying ways to improve our service delivery. * Advocate for our customer needs internally, driving resolution updates on key issues with clients, and providing feedback on new feature requests to product teams. Qualifications * Excellent written and verbal communication skills. * Experience working on a support desk, managing support ticket queues. * Driven, energetic and able to work in a fluid and fast-paced fintech environment * Minimum 3 years experience in a support role, ideally in a Fintech/ API company. * Highly effective time management skills. The ability to prioritise and tackle queries directly at point. Additional Information We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status. Qualifications: Excellent written and verbal communication skills. Experience working on a support desk, managing support ticket queues. Driven, energetic and able to work in a fluid and fast-paced fintech environment Minimum 3 years experience in a support role, ideally in a Fintech/ API company. Highly effective time management skills. The ability to prioritise and tackle queries directly at point. Responsibilities: At Yapily, we thrive on collaborative success, customer focus and delivery is at the heart of everything we do. Due to our rapid expansion and strong business growth, we are looking for a Customer Support Technician (1st line support) to join our client support team to assist in managing responses to inbound client queries. Customer support is a critical function at Yapily, it has a huge influence on all aspects of Yapily's service delivery, including Sales, Technology, Product, and Operations. We are looking for an amazing Customer Support Technician who can provide dedicated support to customers. You will collaborate closely with our Customer Success Managers and Developers to resolve software issues and swiftly address customer requests. Ideally, you will also have the aptitude to learn how to set-up, configure, and administrate systems applications. P