Fincra

Customer Support Representative

Fincra

full-time

Posted on:

Location Type: Remote

Location: Senegal

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About the role

  • Respond to customer inquiries via email, chat, and phone while ensuring prompt and accurate resolutions.
  • Manage and prioritize tickets in Zendesk, ensuring compliance with SLAs and proper escalation when required.
  • Provide merchants with accurate information, walkthroughs, and solutions to maximize platform usage.
  • Identify recurring issues and share feedback with the Product and Engineering teams for improvement.
  • Create and update help center articles and internal documentation based on customer interactions.
  • Partner with internal teams (Product, Compliance, Engineering, and Merchant Success) to resolve complex customer concerns.

Requirements

  • Bachelor’s degree in related field.
  • 2–3 years of experience in Customer and Merchant Support roles preferably in fintech, payments, or banking.
  • Proficient in Zendesk Suite (Support, Guide, Explore, Chat).
  • Strong understanding of the payments ecosystem in Africa.
  • Skilled in ticket management, data tracking, and reporting.
  • Familiarity with support automations and workflow tools is an added advantage.
  • Knowledge of customer support processes and escalation management.
Benefits
  • Customer Support & Issue Resolution
  • Ticket Management
  • Customer Education & Guidance
  • Process Improvement Feedback
  • Knowledge Base Contribution
  • Collaboration
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ticket managementdata trackingreportingcustomer support processesescalation management
Soft Skills
communicationproblem-solvingcollaborationprioritization
Certifications
Bachelor’s degree