Customer Support Specialist

hace 5 días

Medellín, Antioquia, Colombia Arrow Financial Technologies A tiempo completo

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Language Requirement: English Proficiency (B2/C1) a must - clients must be able to easily speak with you.
About Us: ArrowFin Colombia SAS is a fast-growing startup in technology development and staffing in the financial services industry.
We are seeking a Customer Support Specialist to join our team full time and to play a crucial role in supporting our brokerage operation under our sister company, EdgeClear.
This position reports to our Customer Support Lead .
Role Overview: As a Customer Support Specialist, you will be in direct contact with clients trading the markets and who are requesting help with their trading account or trading-related matters like funding, withdrawals, trading platform questions, and other matters.
You would have access to our Zoho Desk ticketing system and will be responsible for resolving requests quickly and completely.
Training is provided for all processes, tools, and procedures.
This is a full-time, long-term, and stable career path.
This is not a contract position and you will be working directly with our team.
ArrowFin does not offer any positions without first securing a clear and attainable career development path for every team member.
This role begins at the level of Customer Support Specialist but is expected to grow into a Customer Support Lead position.
Once you are supervising others, we expect our New Accounts and other positions to be under your supervision and management as the Customer Support Manager .
Ultimately, this position might lead to an Operations Manager role.
Key Responsibilities: Customer Support: Handle all routine help tickets on Zoho Desk relating to our trading platform and services.
These may include connection issues, inability to log in, or anything else the customer needs to gain access to trading.
Monitor website chat and answer customer questions on our Live Chat.
Set up remote support sessions with certain customers if an issue is difficult to resolve.
Understand the trading software we support and update articles in our FAQ.
Interact with the brokers to make sure their customer requests are fully handled.
New Accounts: Learn and follow the new account opening process including creating a folder for each account, tracking their application, and downloading all of their data once the account has been opened.
Respond to customer inquiries about account status.
Update Trello to keep brokers informed of their customer account status.
Treasury Operations: Track incoming customer funding wires and report them on Slack.
Request and/or approve withdrawal requests for customers.
Answer customer inquiries about funding.
Verify amounts being deposited by customers to prevent exceeding limits.
Required Skills & Qualifications: Communication: Written and oral English communication skills at B2 or higher ( Required ).
You will be communicating via chat, email, or headset.
Experience: 2+ years in a customer service role for an English-speaking employer.
Technology skills: Very confident in quickly learning new technologies.
Ability to use a CRM, Slack, and Trello.
Collaboration: Strong desire to work within a team and to grow long term.
Confident to flag up issues or concerns.
Comfortable with putting in the extra effort to give customers the best experience possible.
Problem-Solving: Ability to address any service issues that may arise for the customer and to independently use resources or come up with solutions that keep the customer happy.
Completing the circle: Ability to completely address a ticket or call and close the issue in an efficient manner.
This requires attention to detail and completeness.
Coachable: Having a growth attitude and an open mind to be coached and to take feedback throughout their career development.
We will continue to advance you as long as you can handle the responsibilities (compensation will reflect this).
Other Preferred Skills: Other relevant experience: Trading and/or investing experience is a huge benefit.
Be sure to let us know if you have this.
CRM experience: Experience using Zoho CRM, Salesforce, or Hubspot.
We provide comprehensive training to help you understand the industry and to learn the details of trading the markets.
We provide an education expense allowance to make sure you stay up to date with the latest tools and techniques.
We maintain an excellent work environment with a professional, highly dynamic, and dedicated team.
Our offices are at the Milla de Oro building in El Poblado.
Compensation: Our compensation package is based on your experience and includes standard benefits in addition to an education expense account.
Monthly range is 3,000,000-4,200,000 Pesos based on experience with the industry.
References: Please provide 2-3 professional references that can speak to your experience and qualifications for this role.
How to Apply: Apply by sending your resume/CV and references through the link on this page.
Seniority level Entry level Employment type Full-time Job function Customer Service, Information Technology, and Administrative #J-18808-Ljbffr

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