Client Technical Support Tier 1 Support Specialist

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Who we are:

Welcoming collaborative and having the opportunity to make an impact - is how our employees describe working here. SoFi Tech Solutions (formerly Galileo Financial Technologies) is a financial technology company that provides innovative and revolutionary software products and services that power some of the worlds largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. SoFi Tech Solutions leads its industry with superior fraud detection security decision-making analytics and regulatory compliance functionality combined with customized responsive and flexible programs to accelerate the success of all payments companies and solve tomorrows payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. Learn more about us and why we work here at Description

The role

As a Client Technical Support Tier 1 Support Specialist you will provide B2B technical support for business partners clients banks and external contact centers that do business with Galileo. We are looking for an analyst that is equally passionate about cultivating a best-in-class experience for our clients and internal partners.

What youll do:

• Perform initial work of cases and assign or escalate them to corresponding teams
• Diagnose troubleshoot and resolve cases following Standard Operating Procedures (SOPs)
• Interact with clients to provide updates request additional information validate resolution etc.
• Keep clear and extensive case documentation
• Serve as a primary initial point of contact for clients via phone tickets and other channels as needed
• Become a specialist in Galileos offerings to provide clients with detailed responses that address and resolve situations and also offer solutions to meet desired outcomes
• Assist with the maintenance and updating of client configurations to ensure service continuity
• Deliver results to clients in a timely fashion while providing first-rate customer service and excellent communication skills
• Meet individual and team goals objectives responsibilities and priorities
• Work with your direct manager with the goal of contributing to operational success

What youll need:

• 2 years general customer service experience
• Financial-services-specific customer service experience preferred
• 2 years in a business to business Technical Support role preferred
• Experience in resolving technical issues following SOPs technical documentation etc.
• High attention to detail with the ability to execute precise system updates or data entry with zero errors