Client Support Specialist | Financial Technology

Req ID: 5030
Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a Client Support Specialist 2 who will be working with Connext's Client in the United States of America.

What's in it for you?

• 25% Night Differential
• Perfect Attendance Bonus
• Mid-year Bonus!
• Competitive compensation
• Life insurance
• HMO Insurance
• Great company culture

What is the job?

The Client Support Specialist 2 provides technical and operational support to clients using financial technology platforms.

Responsibilities:

• Serve as a primary point of contact for international clients and respond to daily platform-related inquiries.
• Provide guidance to clients on platform features, functionality, and processes.
• Troubleshoot client issues and identify appropriate solutions or escalation paths.
• Prioritize and manage client requests based on urgency and business impact.
• Maintain accurate documentation of client interactions, issues, actions taken, and resolutions in the CRM/ticketing system.
• Ensure client concerns are addressed promptly and professionally.
• Monitor platform performance and system activity using available monitoring tools.
• Investigate system issues and collaborate with internal technical teams to identify root causes and resolutions.
• Track and document bugs, system issues, and other technical concerns through appropriate ticketing or collaboration tools.
• Support testing and validation of new platform functionality, fixes, and enhancements.
• Identify recurring issues and opportunities to improve platform processes and client support.
• Build strong relationships with clients through responsive and effective communication.
• Explain technical concepts and solutions clearly to non-technical clients.
• Work closely with internal teams to ensure client issues are resolved efficiently.
• Identify opportunities to improve processes, workflows, and overall client experience.
• Follow company policies, procedures, and established support practices.

Qualifications:

• Minimum of three (3) years of experience in client-facing technical support or a similar role.
• Experience using any CRM or ticketing systems.
• Experience providing technical support and troubleshooting for clients.
• Experience handling phone interactions with clients while maintaining professionalism and positive client relationships.