Customer Support Executive/Specialist

Apply from:
December 12, 2023
Job Type:
Full-time
Job Designation:
Customer Support Executive/Specialist
Application Deadline:
December 24, 2023
Expired

Description

Level:
Mid-Senior level
No of vacancies:
1

About Machnet

Machnet is a next-generation Payment as a Service platform, providing advanced solutions to companies for accelerating their financial innovation. We are a team of dedicated FinTech professionals with a mission to enable access to the global financial system. Our all-in-one banking, compliance, payment, and payout infrastructure is reimagined and built for cross-border businesses.

Our simple and feature-rich powerful Payment-as-a-service API helps companies build, launch and scale their cross-border business with the US and Canada Origination, FDIC FDIC-insured bank Accounts, Card Issuance, Global Payouts, P2P & B2B Payments, Global Bill Payments, and Merchant Processing.

Machnet was founded by a team with deep fintech and financial services experience. We have raised $1M+ to date from the super angels and financing round and will be raising our super seed round by Q2 2022.

The Role

"Primary job includes Monitoring, Call Attendance, and Escalation

Monitoring:

  • Monitor and respond to various alarms that will be raised during the operating time period
  • Monitor alerts for the company, and notify concerned entities downstream duly
  • Monitor transaction health for the company and notify entities downstream when untoward transaction activity occurs

Call Attendance:

  • Operate a switchboard for the fintech company, determine call priority for incoming calls, and follow procedures while attending to calls

Escalation:

  • For every alert, notify downstream systems via email and/or phone of the situation
  • For every urgent incoming call, notify downstream systems via email and/or of the situation

The Customer Support Operator is also expected to fulfill the following tasks:

  • Take ownership of the issues reported by the client and coordinate with the relevant team to see the problems through to resolution.
  • Research, diagnose, troubleshoot and identify solutions to resolve system issues. Establish the root causes of application errors, and escalate serious concerns to the Engineering team.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Proactively monitor the overall health of the system and report/diagnose the issues appropriately.

Create and maintain documentations for:

  • Flow of system processes, Standard Operating Procedure for Issue diagnosis and escalation, identified issues and its solution. Ensure that the documentation is up to date.
  • Follow company’s standards, policies, processes and working culture and ethics.
  • Continuous research and learning; discover, evaluate and implement new technologies/methods to improve resolution time.

Requirements

  • Bachelor’s in relevant field
  • Experience with databases like MySQL, PostgreSQL etc.
  • Should be comfortable using UNIX
  • Familiarity with APIs (REST) is a plus
  • Possess a positive and upbeat personality with a desire to deliver outstanding customer service
  • Must be able to convey information and ideas clearly.
  • Must be effective at listening to understanding and clarifying the issues raised by customers
  • Ability to read comprehend incoming alerts
  • Ability to write simple instructions and/or short correspondence and memos during an escalation
  • An operational knowledge of emails, phone calls, and other escalation procedures

What are we looking for?

We are looking for a young, enthusiastic individual who is eager to learn and possesses strong teamwork skills, with a growth-oriented mindset. The successful candidate will play a critical role in our core team, developing high-quality fintech products with an opportunity to learn from the industry's best.

Come join our fast-growing team!

What do we expect

  • Excellent communication - Clear and comprehensive verbal and written communication within and across diverse teams and varied skill levels.
  • Ownership - We are committed to our responsibilities and do everything we can to excel at them. We expect all our team members to do the same and speak up when required.
  • Technical Acumen - APIs are our product. We want you to have the technical acumen to work with and earn the trust of our developers.
  • Adaptability- You need to be fast and comfortable working in a high pace environment. As required, you should be able to both think deeply and think widely.
  • A true team player- We work hard and play hard. We love our new members to come and inspire us to have fun and build world-class products. If we are not having fun building, we are not doing something right.
  • Student mindset – We are still scratching the surface in this FinTech domain and there is so much to learn. Ability to unlearn and relearn as the world changes are the key to excel.

Life at Machnet

  • You’ll work with a talented team in Nepal and US building innovative cross-border payments products
  • Your work and product is at the bleeding edge of fintech innovation and will have a direct impact on making the payments world a better place
  • You’ll use creativity to solve new challenges and problems. There will never be a dull day. We are often asked to solve problems that didn’t exist before. It will be fun. ∙ You gain both technical and non-technical product knowledge and will play a key role in sharing product knowledge across teams. 
  • You will have an unlimited career growth trajectory as we are very ambitious with our future plans
  • Competitive salary and stock options in the US parent company.
  • Flexibility to work remotely or in office 
  • You will have a lot of fun building at Machnet. We always look for opportunities to play, share, give back, and have fun together. We truly believe in and support in living our best lives.

Benefit

  • Competitive salary and comprehensive Health Benefit 
  • Hybrid Work Culture
  • Training and Development 
  • Recognition Framework 
  • Stock Options 
  • Social Security Fund
  • Accidental and Medical Insurance
  • Transportation Facility
  • Free Gym Membership

Diversity and Equity

Machnet is committed to having a workforce that is reflective of the diversity within Nepal and Globally. We encourage applicants from racialized communities, indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contributions to the diversification of Machnet.

Apply Now