Customer Support Engineer, Fintech

As a Customer Support Engineer at Optasia, your primary responsibilities include addressing and resolving end-customer issues related to our fintech services. You'll work closely with clients to understand their unique business needs, ensuring tailored support solutions. Additionally, you'll manage SLAs with business partners to meet expectations, collaborate with internal teams to address complex issues, and maintain proper documentation for all customer care interactions.

To qualify for the Customer Support Engineer role at Optasia, you should possess a Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field. A minimum of 2 years of experience in customer service or technical support, coupled with hands-on skills in SQL and/or Postgres databases, is highly regarded. Strong communication skills and the ability to work independently in a fast-paced environment are also essential.

As a Customer Support Engineer at Optasia, having a solid grasp of SQL and/or Postgres databases is crucial for effectively resolving technical issues. Familiarity with ticketing systems, Linux, and Python is a plus. Strong problem-solving and analytical skills will further enhance your effectiveness in understanding and addressing customer challenges.

Optasia is committed to your professional growth and offers extensive training opportunities. As a Customer Support Engineer, you will have access to online training platforms and continuous training sessions. This approach helps ensure you stay up-to-date with industry trends and advancements, ultimately empowering you in your role.

Optasia offers a vibrant, multicultural work environment where teamwork and collaboration are highly encouraged. Our values promote a customer-first mindset and a 'go-getter' spirit. As a Customer Support Engineer, you'll find yourself among a group of motivated individuals dedicated to innovation and excellence in the fintech industry.

When answering this question, share specific examples from your previous roles, highlighting how you addressed customer issues or provided technical resolutions. Focus on your problem-solving skills and how your approach contributed to customer satisfaction.

Frame your response by discussing your method for evaluating the urgency of incoming inquiries. Explain how you manage your time effectively to meet SLAs while ensuring that each customer feels valued, using past experience as a reference.

Talk about your approach to active listening and asking probing questions. Emphasize the importance of building rapport with clients to gain a deeper understanding of their needs, and provide a relevant example of how this strategy led to a successful resolution.

Discuss your approach to communication in such situations, emphasizing transparency and reassurance. Detail how you would keep the customer updated while working with internal teams to resolve the issue promptly.

Share a specific instance where you took additional steps to meet a customer's needs or exceed their expectations. Highlight the positive outcome of your actions, focusing on how it fostered customer loyalty.

Be prepared to discuss any ticket management systems you’ve used in previous roles. Explain how you utilized these systems to track customer inquiries and resolutions effectively, ensuring clear communication with your team.

Provide insights into your experience using SQL to query databases or extract relevant information for customer support purposes. Discuss how these skills have enabled you to troubleshoot issues more effectively.

Highlight qualities such as effective communication, problem-solving skills, technical proficiency, and a customer-first mindset. Provide examples of how you embody these qualities in your work.

Discuss your strategies for personal development, such as reading industry publications, participating in webinars, or joining relevant online communities. Emphasize how staying informed contributes to better customer support.

Express your enthusiasm for Optasia’s mission and values. Focus on how your skills align with the company's goals and how you can contribute to their vision of financial inclusion and superior service.