Member Experience Officer (Fintech)

TL;DR

Member Experience Officer (Fintech): Providing Level 1 technical support for online payment accounts with an accent on diagnosing software failures and ensuring high-value client retention. Focus on resolving complex technical queries, managing escalations, and optimizing the member experience within a 24/7 environment.

Location: Manila, Philippines

Company

hirify.global is a global payment network that enables real-time money movement across 130+ countries using a proprietary Direct Global Network.

What you will do

• Provide Level 1 technical support via phone and email for high-value clients in a 24/7 environment.
• Diagnose hardware and software failures by analyzing symptoms and system logs.
• Resolve product and application-related inquiries to minimize customer downtime.
• Manage and escalate high-profile customer issues to the appropriate internal resources.
• Coordinate with various internal functions to ensure customer requests are handled timely.
• Maintain professional communication and adhere to agreed work standards and targets.

Requirements

• University degree from a reputable institution.
• At least 2 years of experience as a technical support agent in a BPO serving international clients.
• IT experience in reading logs and understanding system statuses.
• Fluent written and spoken English.
• Strong analytical and critical thinking skills for dealing with complex deliverables.
• Proven ability to manage priorities and work under pressure.

Nice to have

• Experience within a payment solution environment.
• Experience working with CRM tools such as Zendesk.