Customer Support Technician

hace 5 meses

Madrid, España Davies Consulting A tiempo completo

We are the consulting division of Davies, accelerating business, technology and people performance across financial services including banking, asset and wealth management, insurance and other highly regulated industries

We are currently seeking a Customer Support Technician to join our team on a 6-month contract with likelihood of a permanent role being offered thereafter.

**The opportunity**:
Our client is a Fintech business with offices in Madrid. They require a Customer Support Technician to initially be employed by Davies - Consulting and outsourced to them on a 6-month contract basis. There is an opportunity for the role to become permanent and transition to direct employment with the client once the 6-month contract has been completed.

This is an exciting opportunity for customer service professionals with 1 years existing experience seeking a fast-paced organisation with good rewards and scope for career progression.

**You will be responsible for**:

- Incident resolution typical of an electronic money institution such as ard payment errors, duplicate charges, refunds, unrecognized charges, balance discrepancies, etc.
- Managing incidents and recording data etc via Atlassian's Jira tool.
- Contacting suppliers to resolve user incidents as required.
- User support for different processes such as registration in the app, card sending and activations, data changes, PIN resets, etc.
- User support related to our client's products in different programs (international money transfers, cryptocurrencies, rewards, etc.) as well as support with marketing campaigns and promotions (Uber Eats discounts, sweepstakes, etc.).

**Your experience**:
**Essential**:

- Minimum 1 year of experience as a Customer Support Technician or related.
- Knowledge of customer service tools (Zendesk/Intercom) and incident resolution (Jira), Avaya Icloud.
- Proficient in handling customer queries via different mediums and across a range of issues. Excellent phone manner and communication skills are essential.
- Native level fluency in Spanish and minimum B2 level in English.

**Preferred**:

- Previous customer support experience in banking or Financial Services.
- Intermediate level skills in Microsoft Office

**About Us**

**What's important to you is what matters to us...**

We are straight-forward, adaptable and outcomes-focused. We build affinity, work with integrity and we always do what is right for our clients

Our core principles of Expertise, Leadership and Teamwork underline the Davies values of:

- We are connected
- We are dynamic
- We are innovated
- We succeed together

**We live these values by...**
- Caring for the health and well-being of our colleagues
- Increasing diversity and inclusion within our workforce
- Encouraging and accommodating flexible and hybrid working arrangements
- Creating a culture centred on interesting, complex, and challenging work and celebrating success
- Enjoying a fun, friendly, supportive, and sociable team-based environment
- Supporting performance driven career progression and providing access to professional skills enhancement via internal learning programs
- Recognising and celebrating the individual contributions of our colleagues
- Championing autonomy and empowerment of all our colleagues

**And if that wasn't enough...**
- Rewarding success and hard work

We offer a **competitive basic salary** and annual bonus based on performance.

**Benefits package includes**:

- Private healthcare via Sanitas
- Lunch vouchers via Edenred
- Flexible remuneration plan
- Online discount platform
- Competitive employee referral program
- Generous annual leave plan

**Inclusion and Diversity**

Our Approach - At Davies we welcome different perspectives, support each other's ambitions, and grow together. We work to build an Inclusive Culture where everyone can succeed.

We value the differences and benefits that a diverse workforce brings to the business. We do not discriminate on the grounds of any differentiating factor and embrace the differences which make people unique.

Actioned through - Davies colleagues will deliver DEI though both local and global actions. It is recognised that different geographies have different cultures, employment legislation and hold alternative views. At Davies, we are committed to building an Inclusive Culture through DEI, and we are respectful of opposing views held to the company's position

Job ID BH-15032-2

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