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Support Specialist
2 weeks ago
About Us
Wallester is a cutting-edge financial technology company that specializes in providing innovative solutions for businesses seeking to modernize their payment systems. By offering white-label card issuance platforms, seamless integration with existing infrastructure, and comprehensive support for both digital and physical cards, Wallester empowers companies to enhance their financial services and customer experience. Recognized as a leader in the FinTech space, Wallester has earned a reputation for its state-of-the-art technology, security, and scalability. Whether you are a startup or an established enterprise, Wallester delivers flexible, reliable solutions tailored to meet the evolving needs of the digital economy.
Responsibilities
- Respond to customer and B2B partners queries in a timely and accurate way
- Identify customer needs and help customers use specific features
- Handling all requests through various sources – calls, emails, chat, tickets, or internal systems
- Full ownership of the whole process around our B2B partners' requests and ensure the solution delivery with the highest standards within the targeted SLAs/KPIs
- Analyze and report product malfunctions
- Update our internal databases with information about technical issues and useful discussions with customers
- Inform customers about new features and functionalities
- Follow up with customers to ensure their issues are resolved
- Gather customer feedback and share with internal stakeholders
- Assist in creating new and help improve existing operational processes and procedures
- Assist in training for the future Customer Support Representatives
- Provide daily and weekly reports to the Manager
Requirements
- Fluent English language
- BSc in Information Technology, relevant diploma or equivalent experience
- Experience as a Customer Support Specialist or similar CS role
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Experience with support ticketing systems
- Excellent communication and problem-solving skills
Your Profile
- Patience when handling tough cases
- Multi-tasking abilities
- Familiarity with our industry is a plus
Company Offers
- Competitive salary
- Career opportunities
- Supportive and caring Leadership
- A modern office in the center of Tallinn
- Medical Insurance upon the completion of the probationary period
- A chance to work as part of a highly motivated and talented team
- Referral program
- Stebby
- Team building and Company Events
- Free parking
