Client Services Technical Support Associate (Fintech)

POSITION OVERVIEW

The Client Services & Technical Support Associate serves as a key point of contact for clients, ensuring that contracted services are delivered accurately, efficiently, and within agreed service standards. The role combines client support, technical issue resolution, service coordination, and process execution. The successful candidate will work closely with internal teams and clients to understand requirements, resolve concerns, monitor service delivery, and identify practical ways to improve processes and customer experience.

KEY RESPONSIBILITIES

• Act as a primary support contact for client inquiries, service concerns, and operational or technical issues, ensuring that concerns are properly understood and addressed.

• Provide timely and professional assistance to clients by investigating issues, coordinating with relevant teams, and communicating updates.

• Support the delivery of managed services in accordance with agreed service levels, client requirements, and contractual commitments.

• Handle basic to intermediate technical support concerns, including troubleshooting and coordinating the resolution of POS-related issues when required.

• Maintain a clear understanding of each client's operating procedures, service requirements, policies, and agreed workflows.

• Monitor service activities and follow through on outstanding client requests to help ensure deliverables are completed accurately and within agreed timelines.

• Review existing workflows and identify opportunities to improve efficiency, and overall service quality.

• Contribute to quality, process-improvement, and operational initiatives that support departmental goals and client satisfaction.

• Maintain accurate records and documentation related to client requests, issues, resolutions, and service activities as required.

• Perform other related duties and special projects assigned by the immediate supervisor or manager.

WHAT WE'RE LOOKING FOR

• A degree or technical background in Information Technology, Computer Science, Computer Engineering, or a related discipline is preferred.
• 1–2 years of experience in client support, technical support, service desk, or a similar customer-facing role, preferably within a BPO, Fintech, managed services, or international client environment.
• Experience providing technical support or troubleshooting assistance for POS (Point-of-Sale) systems is required or strongly preferred.
• Working knowledge of Google Workspace and Microsoft Office, with intermediate to advanced proficiency in Excel or Google Sheets.
• Strong analytical and problem-solving skills, with the ability to investigate issues, identify root causes, and determine appropriate next steps.
• Excellent written and verbal communication skills, with the ability to explain technical or operational matters clearly to clients and internal stakeholders.
• Highly organized and detail-oriented, with the ability to manage multiple requests while maintaining accuracy and meeting deadlines.
• Process-oriented and comfortable working within established procedures, service standards, targets, and client requirements.
• Proactive and improvement-minded, with the ability to identify service gaps and recommend practical solutions.
• Able to work collaboratively across teams and build effective working relationships with clients and colleagues.
• Comfortable working under pressure and handling time-sensitive client concerns with professionalism.
• Knowledge or exposure to quality management, strategic planning, or continuous improvement is an advantage.
• Positive, dependable, and adaptable team player with a strong service mindset.
• Willingness to guide or support colleagues when needed and contribute to team knowledge-sharing and coaching activities.

WORK ARRANGEMENT

• Mid-shift / shifting schedule based on business and client requirements.
• Willing to work onsite 2–3 times per week.

WHAT'S IN IT FOR YOU?

• Competitive Salary Package
• Professional Development Opportunities
• Hybrid Work Setup
• Company-Provided Equipment
• Day 1 HMO
• Life Insurance