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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.
The role
As a Client Technical Support Tier 1 Support Specialist you will provide B2B technical support for business partners, clients, banks, and external contact centers that do business with Galileo. We are looking for an analyst that is equally passionate about cultivating a best-in-class experience for our clients and internal partners.
What you’ll do:
- Perform initial work of cases and assign or escalate them to corresponding teams
- Diagnose, troubleshoot and resolve cases following Standard Operating Procedures (SOPs)
- Interact with clients to provide updates, request additional information, validate resolution, etc.
- Keep clear and extensive case documentation
- Serve as a primary initial point of contact for clients via phone, tickets, and other channels as needed
- Become a specialist in Galileo’s offerings to provide clients with detailed responses that address and resolve situations and also offer solutions to meet desired outcomes
- Deliver results to clients in a timely fashion while providing first-rate customer service and excellent communication skills
- Meet individual and team goals, objectives, responsibilities, and priorities
- Work with your direct manager with the goal of contributing to operational success
What you’ll need:
- 1-2 years general customer service experience
- Financial-services-specific customer service experience preferred
- 2+ years in a business to business Technical Support role preferred
- Experience in resolving technical issues following SOPs, technical documentation, etc.
- Strong written communication skills are required to answer questions and communicate issues clearly & concisely to peers, customers, as well as management
- Ability to react to change quickly and implement new processes & procedures
- Ability to work independently with little or no supervision
- Professional demeanor and excellent work habits are essential
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What We Do
Galileo powers North America's leading fintechs--including Chime, KOHO, Robinhood, SoFi, Varo and many others--as well as the U.S.-based business of international powerhouses, such as Monzo, Paysafe, Revolut and TransferWise. Earlier this year, Galileo established offices in Mexico, where it is certified to support domestic issuers, and is now partnering with Mexican and Latin American fintech leaders.
The Galileo's API-based payment processing platform leads the 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.
In addition to its Salt Lake City base and offices in Mexico, Galileo maintains offices in New York City and San Francisco.
