Client Technical Support

Operations Sales and Service Salt Lake City, Utah San Francisco, California Seattle, Washington


Description

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 www.galileo-ft.com.  

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.

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

Majority of client cases will be received via a support portal and email. 

Hours:

  • Tuesday through Saturday-  Tuesday through Friday 6:00 am to 2:30 pm and Saturday 9:30 to 6:00 pm.

What you’ll do:

  • Manage client’s 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 you’ll need:

  • Minimum 2 years in a business to business Technical Support role. 

  • 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 you’ll love working here:

Galileo offers market competitive salaries, covers 100% of your family's medical premiums and provides a true work/life balance.  Each employee receives a generous bank of PTO each year as well as 11 paid holidays.  Additionally, Galileo offers humanitarian PTO to each employee to participate in global volunteer projects as part of The Galileo Foundation. Did we mention reimbursement for applicable professional development including tuition and certifications?  If you are looking for a leading edge technology environment with a positive and rewarding culture, join the Fintech revolution.  Join Galileo!

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. Galileo does not seek salary history information from job applicants.

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