Customer Support Specialist

Makati City, Philippines


This job is not available any more.

We are looking for a Customer Success Specialist who will manage the software toolset concerns of Oradian's customers and adopting a customer first mentality, and demonstrating an aptitude for continuous improvement and learning. As a specialist, the role requires constant and effective communication with customers and deep understanding of their concerns related to the use of Oradian services.

If you want to help our customers get the most out of Oradian’s platform and it is your passion to relate to people on a daily basis, then you're the right person for this role. The successful applicant will be essential player in scaling our global support efforts and provide best-in-class service to a rapidly expanding number of customers.

As Oradian is poised to grow its customer base exponentially every year globally, the Customer Success Specialist  will need the experience and enthusiasm necessary to expand the Customer Success Team.



Responsibilities

  • Respond to incoming customer support requests via phone or ticketing system
  • Provide technical and non-technical product support to Oradian customers
  • Work closely with technology and product teams in resolving issues and functionality requests reported by customers
  • Provide internal support to the rest of the team members
  • Achieve high levels of customer satisfaction
  • Manage an open case load while being responsive to new customer inquiries
  • Mitigate any customer confusion and frustration through effective communications
  • Communicate clearly to both technical and non-technical people
  • Achieve expert working knowledge of our product (You will be the first stop point for troubleshooting - don’t worry, we will train you)
  • Troubleshoot reported bugs, and explore feature requests that are unclear until the point you have reached a full understanding of what the customer is asking for and why
  • Increase overall customer satisfaction by meeting and exceeding customer support metrics and service levels metrics and service levels
  • Support new team members to quickly learn about all of Oradian's software tools


Qualifications and experience
  

  • Minimum of two years working in financial services industry, preferably in SaaS business
  • Previous experience in customer support is a plus
  • Previous experience working with and troubleshooting enterprise software tools
  • Technical/support background and understanding of microfinance/accounting is a plus
  • Advanced knowledge of Excel
  • Prior experience with Zendesk, JIRA, and Microsoft Office preferred
  • Fluent in English, French is a plus


Competencies
   

  • Fast learner
  • Aptitude to absorb tech training and knowledge transfer
  • Strong and clear communication skills
  • Highly organized and detail oriented
  • Strong analytical and critical thinking skills – asking  open ended questions to really get to the root of the matter
  • Strong team player possessing the willingness to seek feedback
  • Ready to adapt to practices, and continuously learn and evolve
  • Sense of urgency  -  delivers on time and on-spec


About Oradian

Oradian is a financial inclusion company serving financial institutions in remote, hard-to-reach communities. Using insights from our community of customers, we provide a cloud-based toolset that smart financial institutions plug into to access best practice and efficiency. With Oradian, financial institutions are able to boost global financial inclusion by growing and serving more clients.

Oradian’s toolset - and why it’s disruptive

We provide access to our toolset on a subscription basis, based on the number of clients the financial institution serves. Oradian’s subscription model makes it possible for financial institutions of all sizes to access leading technology.

With Oradian’s toolset financial institutions are enabled to drive financial inclusion through:

  • Efficiency with automatic, simplified administration
  • Informed decision-making with real-time data and reporting
  • Growth to reach more clients without incremental costs

By delivering three main business benefits, Oradian delivers the opportunity for financial institutions to know and control their portfolios.


Oradian’s global community

Our global community of financial institutions is made up of over 75 visionary customers – rural banks, MFBs, MFIs, Saccos and Cooperative Societies – from 11 countries: Brunei, Ghana, Guinea, Kenya, Liberia, Malawi, Myanmar, Nigeria, the Philippines, Senegal and Zimbabwe.

Together, our customers provide access to digital financial services for over 3 million clients in remote, hard-to-reach parts of the world. We are poised to scale operations and increase sales throughout West Africa, East Africa and Southeast Asia.

Oradian is headquartered in Zagreb, Croatia with offices in Lagos, Nigeria and Manila, Philippines. We are a fast-growing team of talented and committed experts in technology and microfinance. We work in an open, collaborative culture. We have over 130 team members from more than 30 countries.

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