Technical Support Specialist I

Life at MX
We are driven by our moral imperative to advance mankind - and it all starts with our people, product and purpose. We always carry a deep sense of drive and passion with us. If you thrive in a challenging work environment, surrounded by incredible team members who will help you grow, MX is the right place for you.

Come build with us and be part of an award-winning company that's helping create meaningful and lasting change in the financial industry.

Job Duties

• Investigate and resolve technical support issues via ticket and chat.
• Provide world class customer support.
• Field requests from clients and partners.
• Must learn and effectively use various data querying tools and any other MX specific toolsets.
• Learn Git process and effectively use Github.
• Efficiently read and interpret log data.
• Effectively communicate and simplify technical terms for the client.
• Improve the platform by being the voice of the customer.
• Demonstrate your care for our customers' success and software experience.
• Be a support visionary seeking new ways to make the end-user experience better while creating new ways to help make the software better.
• Exhaust all resources and recognize when an issue must be escalated.
• Effectively communicate with users, partners, and clients.
• Understand how to use internal systems to troubleshoot and resolve client issues.
• Utilize interpersonal skills, specifically when working with co-workers, clients, and management.
• Complete knowledge of all MX core services, applications, and architecture.

*Basic Job Requirements*

• 3+ years of customer support experience.
• 1+ years of ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems.
• Excellent verbal and communication skills - strong written communication skills are a must.
• World class customer service, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated users.
• Experience using common help desk tools such as Zendesk, or other platforms.
• Advanced Job Requirements (preferred but not required)
• API troubleshooting experience.
• Development experience.
• Previous experience in the financial industry.

Work Environment
In this role, a significant aspect of the job involves working in the office for a standard 40-hour workweek. We believe that the collaborative nature of our work and the face-to-face interactions among team members are essential for fostering a dynamic and productive work environment. Being present in the office enables seamless communication, facilitates quick decision-making, and encourages spontaneous collaboration that contributes to the overall success of our projects. We value the synergy that comes from having our team members physically together, allowing for immediate problem-solving, idea exchange, and team building.

Compensation
The expected earnings for this role could be comprised of a base salary and other forms of cash compensation, such as bonus or commissions as applicable.

This pay range is just one component of MX's total rewards package. MX takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location, skillset, peer compensation.

• Please note applicants applying for this position must have the legal right to work in India without the need for sponsorship. We are unable to provide work sponsorship for this role, and candidates should be able to verify their eligibility to work in the country independently. Proof of eligibility to work in India will be required as part of the hiring process.