Support Specialist
1 week ago
About Solo Cash Inc.
Solo Cash Inc. is a leading provider of innovative financial technology solutions, dedicated to empowering our users with fast, secure, and user-friendly services. We pride ourselves on providing world-class support that is efficient, empathetic, and resolutions-focused. Join our dynamic team and help us maintain the highest standard of customer excellence.
The Role: Support Specialist
We are seeking a highly professional and experienced Support Specialist to join our global support team. This critical role involves being the primary point of contact for our customers during our core operational hours. The ideal candidate will have a proven track record in handling support inquiries with technical proficiency, exceptional communication skills, and a commitment to solving problems efficiently.
This is an early shift role (5:00 AM - 12:00 PM ICT) crucial for serving our international customer base.
Key Responsibilities
- Customer Resolution: Provide expert, timely, and professional support to Solo Cash Inc. users via multiple channels (email, chat, and potentially phone).
- Ticket Management: Independently manage a high-volume queue of support tickets using online support tools, ensuring all tickets are accurately logged, categorized, and resolved within established SLAs.
- Escalation Handling: Efficiently identify, document, and escalate complex technical or security-related issues to Tier 2 support or engineering teams, ensuring a seamless hand-off and continuous customer communication.
- Documentation: Contribute to and maintain a comprehensive knowledge base, creating clear and accurate articles and internal documentation for common issues and new feature updates.
- Process Improvement: Identify trends in customer inquiries and propose solutions to improve support processes, product usability, and overall customer satisfaction.
- Compliance & Security: Adhere strictly to company policies, regulatory requirements, and security protocols when handling sensitive customer information.
Required Qualifications
- Experience: Minimum of 2 years of experience in a Customer Support, Technical Support, or equivalent client-facing role, preferably within the FinTech or high-growth tech industry.
- Technical Proficiency: Demonstrated familiarity and hands-on experience with modern online support and CRM tools, specifically those utilizing support tickets, escalation workflows, and knowledge base management.
- Language: Exceptional English proficiency with a certified score of IELTS 7.0 or higher (or equivalent official certification). Must be able to communicate complex information clearly and professionally, both written and verbally.
- Work Schedule: Must be able to reliably work the core shift of 5:00 AM - 12:00 PM Indochina Time (ICT).
- Location: Preference for candidates currently residing in Ho Chi Minh City, Vietnam.
What Solo Cash Inc. Offers
- Competitive salary and performance bonuses.
- Opportunities for professional growth and development within a rapidly expanding global company.
- A collaborative and supportive international work environment.
- Comprehensive benefits package (details provided upon interview).
Job Types: Full-time, Contract
Contract length: 3 months
Pay: From 4,500,000₫ per month
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