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About the role
Key responsibilities & impact- Respond to and clarify customer inquiries.
- Resolve requests with support from the team and the knowledge base.
- Analyze and assess the quality of tickets and supporting evidence.
- Specify requests that will be forwarded to other areas.
- Reproduce and test scenarios in internal environments.
- Prepare queries.
- Perform parameterization and configuration of products/systems.
- Maintain the knowledge base.
- Evaluate and handle customer tickets.
- Prepare test scenarios.
- Create functional documentation.
- Create operational procedure documentation.
- Support and act as liaison between the development team and external clients.
Requirements
What you’ll need- Bachelor's degree completed or in progress in Business Administration, Economics, Computer Engineering, or a specialization in customer service management.
- Knowledge of design patterns and user experience.
- Desirable:
- Experience working with SLAs (service level agreements)
- Knowledge of the financial market, such as equities (variable income) or fixed income.
Benefits
Comp & perks- 🌱 Holistic Well‑being: Your well‑being is fundamental. We take care of you and your loved ones with comprehensive health plans, because a healthy team is a team that transforms.
- 🚀 Growth and Development: Your career keeps moving. At Topaz, growth is continuous. Through training programs and daily challenges, we provide the tools so your potential has no limits.
- ⚖️ Flexibility and Balance: We believe in balance. Enjoy the flexibility you need to perform at your best with our hybrid work model and a day off on your birthday to celebrate as you deserve.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer inquiriesticket analysistest scenario preparationfunctional documentationoperational procedure documentationparameterizationconfiguration of productsknowledge base maintenancequery preparationdesign patterns
Soft Skills
customer service managementcommunicationproblem-solvingteam collaborationliaison skillsanalytical skillsattention to detailorganizational skills
Certifications
Bachelor's degree in Business AdministrationBachelor's degree in EconomicsBachelor's degree in Computer Engineering