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  Serve as the first point of contact for customer inquiries, incidents, and support requests.
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  Triage and assess incoming issues to determine whether they are technology-related, business process-related, compliance-related, or require escalation to specialized teams.
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  Gather relevant information and ask clarifying questions to accurately understand customer concerns and requirements.
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  Create, update, monitor, and manage support tickets through to completion, ensuring accurate documentation and timely follow-up.
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  Escalate complex issues to the appropriate teams or stakeholders while maintaining ownership and visibility of the ticket lifecycle.
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  Communicate updates, resolutions, and next steps to customers in a clear and professional manner.
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  Ensure customers receive a high standard of service and feel acknowledged, supported, and informed throughout the resolution process.
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  Collaborate with internal teams to facilitate efficient issue resolution and service delivery.
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  Monitor ticket queues and support workflows to ensure service levels and response expectations are met.
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  Maintain accurate records of customer interactions, issue resolutions, and support activities.
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  Identify recurring issues and provide feedback to relevant teams to support process improvements and service enhancements.
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  Adhere to established support processes, procedures, and service management frameworks where applicable.

Requirements

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  Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field.
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  3+ years of experience in customer support, technical support, service desk, help desk, or a similar client-facing role.
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  Strong customer service skills with the ability to build rapport and maintain positive customer relationships.
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  Excellent verbal and written English communication skills.
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  Experience managing support tickets and tracking issues through to resolution using ticketing systems.
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  Strong administrative, organizational, and documentation skills with a high level of attention to detail.
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  Ability to assess, prioritize, and troubleshoot issues while maintaining accuracy and professionalism.
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  Exposure to API-based or API-first software environments is an advantage.
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  Familiarity with IT service management frameworks such as ITIL or similar methodologies is preferred.
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  Strong problem-solving and critical-thinking abilities.
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  Ability to work independently, take ownership of tasks, and manage responsibilities with minimal supervision.
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  Demonstrated ability to collaborate effectively with cross-functional teams and stakeholders.
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  Technical background or foundational knowledge of information technology concepts is advantageous
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  Payroll, HRIS, workforce management, compliance, or fintech/regtech experience is advantageous.

Benefits

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  HMO, Dental, and Life Insurance for you and one free dependent from day one (with option to enroll more)
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  Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary)
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  Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more