Position Overview

We are seeking a customer-focused Fintech Technical Customer Support Specialist to assist users experiencing technical difficulties with digital financial products. The role involves troubleshooting application issues, explaining product functionality, investigating payment-related queries, and ensuring that customer concerns are resolved accurately and efficiently.

The successful candidate will combine strong communication skills with practical technical knowledge. Working alongside engineering, payments, and customer operations teams, you will help maintain a dependable customer experience across financial applications and digital payment services.

Key Responsibilities

• Respond to customer enquiries involving application access, account functionality, payment status, and technical errors.

• Diagnose common issues involving login problems, verification workflows, failed transactions, and application configuration.

• Guide customers through troubleshooting procedures using clear, professional communication.

• Review available transaction details and support records to investigate reported payment issues.

• Escalate complex technical incidents to engineering or specialised operations teams.

• Record customer interactions, troubleshooting steps, and resolution outcomes in the support platform.

• Monitor unresolved cases and provide timely updates in accordance with service-level expectations.

• Identify recurring support issues and recommend improvements to help articles and troubleshooting procedures.

• Collaborate with product teams to communicate customer feedback and recurring usability problems.

• Handle customer information securely and follow internal data protection and access-control procedures.

Candidate Requirements

• A degree, diploma, or equivalent practical experience in Information Technology, Business Administration, Customer Support, or a related field.

• Experience in technical support, customer service, application support, or digital financial services.

• Strong written and verbal communication skills.

• Familiarity with web applications, mobile applications, account authentication, and basic troubleshooting.

• Ability to understand transaction statuses and explain technical issues in straightforward language.

• Experience using ticketing platforms, CRM systems, and knowledge bases.

• Basic knowledge of APIs, payment processing, or software support workflows is an advantage.

• Strong problem-solving skills, patience, and attention to detail.

• Professional English proficiency; additional languages may be beneficial when supporting international customers.

Performance Expectations

Success will be measured through customer satisfaction, first-response and resolution times, case documentation quality, adherence to service standards, and effective escalation of complex issues.

Why This Opportunity?

You will help customers use financial technology products confidently while building expertise in application troubleshooting, digital payments, and customer experience operations. The position offers a practical route into technical support, product support, or fintech operations.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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