Customer Support Specialist

At Satellite, we are looking for an ambitious, motivated and smart Customer Support Specialist to join our team to work with the US-based fintech startup!

Please note: The working hours and shift schedule for this position are: Monday to Friday: 11.00 – 20.00 and 18.00 – 3.00 - Minsk time - shifts interchange every 2 weeks. If this schedule does not suit you, we kindly ask that you refrain from applying.

As well as, we do not hire remotely from any other regions, except Belarus.

About Client:

DigiFi is the next-gen platform for automated digital lending. Their all-in-one platform streamlines the lending journey from application to funding, powering a best-in-class experience for your borrowers and your team. They offer an unparalleled level of flexibility to allow lenders to launch new digital products and deliver amazing borrower experiences – for any product, anywhere. They work with lenders in the consumer, residential, automotive, small business and commercial lending industries.

Responsibilities:

• Act as the initial point of contact for customers (chat/email), respond to queries in a timely and accurate way, route inquiries appropriately;

• Work with customers to resolve their issues and answer their questions -- including analyzing, troubleshooting and diagnosing problems as well as responding to questions on how the DigiFi product works;

• Be a product expert on DigiFi’s software;

• Collect customer feedback;

• Participate in processes, documentation and other materials' creation (product trainings, outbound customer communication, etc.).

This is not a typical support role with a high-volume of standard customer requests/complaints and hard KPIs. Each customer case/ticket is unique and requires strong product understanding. In most cases, you will spend some time to research the customer problem, test product features and configurations to find a solution or a workaround.

Moreover, your typical workday will include various activities such as creation of internal processes (text and video scripts, templates, internal processes and other tasks that require creativeness).

Feel free to submit your CV if you have QA/BA skills or trainings completed. You'll be able to apply your skills on practice, get inside out experience in fintech product company in customer-facing environment and start your career in IT.

You’ll be a great fit if you have:

• University degree (finance, applied sciences, etc.);

• 6+ months of experience in a customer support or other service-oriented, customer facing role;

• Good written and verbal communication skills in English (advanced - C1 - MUST!);

• Willing to work late hours with shift schedule: Monday to Friday (11.00 – 20.00 and 18.00 – 3.00 - Minsk time) - shifts interchange every 2 weeks;

• Technically savvy and have a good understanding of software products;

• Highly interested in a fast-paced software development environment;

• Passion for learning new things and continuous improvement.

Will be a plus:

• Experience in call centers or experience in a customer-facing environment (customer support, sales, account management, etc) in a technology company.

Why Working at Satellite is Awesome:

• Competitive compensation.

• English-speaking environment.

• Opportunities for rapid career development in a hyper-growth startup.

• Sponsored career development.

• English lessons.

• Sport compensation.

• Medical + Dental insurance.

• Cool office in the city center.

• Additional 3 paid sick days.

• Coffee, fruits, snacks, etc.

• Gifts on birthdays, holidays and special occasions.

• Lots of unforgettable team-building events.

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