
Senior Customer Service Liaison
2 weeks ago
We are seeking a dedicated and customer-focused professional to serve as the first point of contact for our users.
The ideal candidate will be responsible for delivering exceptional support experiences and ensuring seamless assistance for our subscribers and clients.
This role involves troubleshooting basic product and account-related issues, guiding users on platform navigation, features, and subscription queries, and escalating technical issues to the product/tech team with clear documentation.
- Respond to customer inquiries via email, chat, and other support channels.
- Troubleshoot basic product and account-related issues.
- Guide users on platform navigation, features, and subscription queries.
- Escalate technical issues to the product/tech team with clear documentation.
- Maintain and update FAQs, support documentation, and the knowledge base.
- Track, prioritize, and close support tickets within defined SLAs.
- Collect feedback and relay recurring issues or feature requests to the team.
Required Skills and Qualifications
- Bachelor's degree in any field (finance background is an asset).
- 1–3 years of experience in customer support or client-facing roles.
- Excellent communication skills (written & verbal).
- Strong problem-solving ability and patience in handling queries.
- Familiarity with Jira for ticket tracking and issue escalation would be beneficial.
- Interest in financial markets is an added advantage.
Why This Role Matters
This position plays a crucial role in building strong relationships with our users and ensuring their satisfaction with our services.
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