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Website:
https://collaborationbetterstheworld.com/
Overview:
We are looking for a Support Analyst to join a fintech client's support team, providing a mix of customer-facing and technical support. This role handles inbound calls and tickets from both business clients (technical teams from US banks) and end users (non-technical customers).
The Support Analyst is expected to follow documented playbooks and runbooks to resolve basic technical issues. When a solution is not covered in the playbook, the analyst must manage the customer professionally and escalate to Level 2 following defined processes.
Key Responsibilities
- Handle inbound calls, tickets, and alerts from business and end-user customers.
- Provide first-line technical and customer support in a fintech environment.
- Troubleshoot basic technical issues by following documented playbooks and runbooks.
- Manage customer communication effectively, including frustrated or non-technical users.
- Escalate issues to Level 2 support when solutions are not covered by existing documentation.
- Support Linux and Windows server environments at a basic troubleshooting level.
- Perform basic investigations using SQL, logs, and monitoring tools.
- Use tools such as Postman for basic API validation when required.
- Monitor system health using tools like Datadog, Splunk, Nagios, Prometheus, or similar.
- Support batch processes and transmission files following documented procedures.
- Document incidents, actions taken, and escalations clearly in the ticketing system.
Required Skills & Qualifications
- Experience in a technical support or application support role.
- Exposure to Linux and Windows servers (basic to intermediate level).
- Working knowledge of SQL for troubleshooting and data validation.
- Experience using playbooks / runbooks to resolve issues.
- Ability to clearly communicate with both technical and non-technical customers.
- Strong customer-handling skills, especially in managing frustrated or escalated clients.
- Familiarity with Postman and monitoring tools (Datadog, Splunk, Nagios, Prometheus, etc.).
- Experience working with batch files or transmission processes.
- Very good English communication skills (spoken and written)
- Open to work on a EST Shift / may include weekends
Preferred / Nice to Have
- Experience supporting fintech, banking, or payment platforms.
- Familiarity with structured incident management and escalation processes.
- ITIL or similar service management exposure.
Perks and Benefits:
- HMO Benefits Employee and dependent on day 1
- Paid Time Off On day 1
- Insurance - From day 1
- Hybrid Work Setup
- Training and technical skills development
