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Client Technical Support

Company: Galileo Financial Technologies
Location: Sandy
Posted on: January 16, 2022

Job Description:

Employee Applicant Privacy Notice

Who We Are

Welcoming, collaborative and having the opportunity to make an impact - is how our employees describe working here. Galileo is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's 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. Galileo 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 tomorrow's 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 https://www.galileo-ft.com/working-at-galileo.

What We Are Looking For

Galileo Financial Technologies is seeking the best of the best to be part of a team responsible for providing B2B technical support to our business partners, clients, banks, and external contact centers that do business with Galileo. Majority of client cases will be received via a support portal and email.

The Client Technical Support Agent (CTSA) will be responsible for B2B interaction with our clients business, technical and operations resources to manage their technical issues. CTSA will be responsible for initial triage, diagnostics/troubleshooting, escalations, resolution, etc.

What Youll Do

  • Manage clients technical case queue.
  • Perform initial triage of cases and assign them to corresponding teams.
  • Diagnose, troubleshoot and resolve cases following Standard Operation Procedures.
  • Interact with clients to provide updates, request additional information, validate resolution, etc.
  • Keep clear and extensive case documentation.
    What Youll Need
    • New grads and/or candidates with 1 year in a business to business Technical Support role are welcome to apply.
    • Experience in providing technical support for SaaS, Financial services companies is preferred
    • Experience in resolving technical issues following SOPs, technical documentation, etc.
    • A technically oriented mind, good judgement, and problem solving is required. On our team, you will examine technical platform documentation, writing from engineers, developers, clients, and review detailed log data to solve problems and provide answers for clients.
    • Good communication is essential to this job. You will respond to inbound emails, tickets, and some phone calls from Galileo business partners. Verbal and written communication is central to what we do.
    • Organizational skills are very important. You will need to effectively balance and manage taking work from multiple inbound sources, collect and report information from our systems and clients, and be able to keep track of ongoing client issues.
    • Ability to adapt to a variable work environment. No two days are exactly the same, and there are a wide variety of tasks and workflow items to handle, you must be able to adapt to team needs.
      Why Youll Love Working Here
      • Competitive salary packages and bonuses
      • Comprehensive medical, dental, vision and life insurance benefits
      • Generous vacation and holidays
      • Paid parental leave for eligible employees
      • 401(k) and education on retirement planning Retirement plans and planning
      • Tuition reimbursement on approved programs
      • Monthly contribution up to $200 to help you pay off your student loans
      • Great health & well-being benefits including: telehealth parental support, subsidized gym program
      • Fully stocked kitchen (snacks and drinks)
        Galileo Financial Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

        The health and safety of our employees and their families is our top priority. Due to the ongoing nature of the COVID-19 pandemic, and because unvaccinated employees pose a direct threat to the health and safety of others in the workplace, effective on November 1, 2021, U.S. employees must be fully vaccinated to work from any of our offices, travel for business or attend work-related meetings.

        The company will make reasonable accommodations when possible for employees who are unable to be vaccinated because of a disability, pregnancy, sincerely held religious belief, or for other legally required reasons.

        Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

        Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.by Jobble

Keywords: Galileo Financial Technologies, Sandy , Client Technical Support, IT / Software / Systems , Sandy, Utah

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