Customer Support Agent
Fintiba GmbH
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇳 India
Visit company websiteJob Level
JuniorMid-Level
About the role
- Support international customers via email (Zendesk), phone, and occasionally chat with questions about products, services, and processes
- Prioritize and categorize tickets according to SLAs and use macros and templates effectively
- Handle customer concerns independently and follow up proactively until they are completely resolved
- Escalate cases based on a defined escalation matrix and ensure a smooth handover to other teams
- Ensure professional and error-free communication in terms of tone, grammar, and spelling
- Work in a goal-oriented manner according to KPIs such as response time, solution time, and customer satisfaction
- Maintain the knowledge base, report gaps, and actively contribute to improving documentation
- Work closely with internal teams (e.g., banking, insurance, operations, technology) and external partners to resolve customer cases efficiently
- Identify recurring problems and provide structured feedback to further develop processes and products
Requirements
- At least 2 years of experience in customer service or contact center environments
- Strong customer and service orientation
- Excellent written and spoken English skills, further Indian languages are a plus
- Confident use of ticketing systems (preferably Zendesk) and standard office tools
- Familiarity with SLAs, KPIs, and SOPs; reliability in achieving goals and adhering to process discipline
- Strong de-escalation skills and the ability to handle difficult customer situations professionally
- Fully remote-capable: stable internet connection, quiet workspace, headset, and reliable availability
- Advantageous: experience in fintech, banking, insurance, or supporting international students
Benefits
- A varied, professional working environment in an exciting and future-proof industry
- Flat hierarchies, fast decision-making, and flexible working hours
- A fully remote role from India, with flexibility to manage your work-life balance
- An international and collaborative work culture with colleagues worldwide
- Competitive salary with performance-linked incentives
- Fixed term contract
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceticketing systemsZendeskSLAsKPIsSOPsde-escalation skillsproblem identificationdocumentation improvement
Soft skills
customer orientationservice orientationwritten communicationspoken communicationprofessionalismgoal-orientedreliabilityproactive follow-upteam collaboration