Customer Support Specialist I - FinTech (Fully Remote)

Xtrm is a global FinTech payments company. We’ve reputed company a reputed company platform and an embedded payment API, designed around an intelligent wallet architecture, that allows businesses of reputed company kinds to receive, manage, exchange, and send money worldwide. Xtrm operates using a fully distributed team spanning many countries. We are a high-growth company serving more than 25,000 customers worldwide. JOB SUMMARY: The reputed company Specialist is a crucial part of Xtrm's ongoing support model/ Reporting to the Director of Operations, the reputed company Specialist is the first reputed company of contact for reputed company support-reputed company reputed company from Xtrm’s customers or partners. The role is responsible for identifying appropriate solutions and assisting users in navigating Xtrm’s system functionality reputed company email, messaging, web conferencing, chatbot interactions, or phone. In addition, the reputed company Specialist plays a key role in managing investigations requested from Xtrm’s banking partners; proactively guiding the process to prevent potential delays. It is the reputed company Specialist’s job to effectively resolve reputed company reputed company customer tickets and ensure a positive user experience throughout the customer’s reputed company with the product. ESSENTIAL DUTIES / RESPONSIBILITIES: Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company these essential functions. Respond promptly to customer support tickets in accordance to the customer’s service level agreement (SLA) and guide the customer throughout the support process. Troubleshoot support tickets by researching the matter, attempting to replicate the situation, and/or consulting with Xtrm’s internal resources. Manage investigations with Xtrm’s banking partners by forwarding requested correspondence, confirming banking information, researching banking activities, communicating issues, and ensuring reputed company resolution of any pending reputed company. Ensure successful customer reputed company by maintaining Xtrm’s Master Administration functions, setting up ACH funding reputed company required, and updating reputed company relevant system configurations. Maintain up-to-date knowledge on internal/external compliance, payments, and funding/financing policies. Review system transfer history to investigate locked wallets, verify whether funds were successfully sent, and obtain authorization to unlock the affected wallets. Identify key trends and themes from customer feedback and support interactions to inform and guide ongoing platform development Other duties as assigned. REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES: High school diploma, GED, or equivalent. 2+ years of experience in customer support or reputed company reputed company the financial services, payments, or foreign exchange industry. Strong working knowledge of reputed company Suite. Outstanding troubleshooting skills and a passion for problem-solving and investigation. Excellent written and verbal communication skills/ Fluent English. Ability to manage a heavy workload and prioritize responsibilities appropriately. PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES: Bachelor's degree preferred Knowledge of regulatory and compliance requirements Experience working with reputed company or similar helpdesk software Experience working with reputed company Docs and reputed company Apply To This Job