Client Support Specialist 2 | On site | Ortigas

Req ID: 5030
Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a Client Support Specialist 2 who will be working with Connext's Client in the United States of America.

What's in it for you?

• 25% Night Differential

• Perfect Attendance Bonus

• Competitive compensation

• Life insurance

• HMO Insurance

• Great company culture

What is the job?

The Client Support Specialist 2 is responsible in providing technical and operational support to clients using financial technology platforms.

Responsibilities:

• Serve as a primary point of contact for international clients and respond to daily platform-related inquiries.

• Provide guidance to clients on platform features, functionality, and processes.

• Troubleshoot client issues and identify appropriate solutions or escalation paths.

• Prioritize and manage client requests based on urgency and business impact.

• Maintain accurate documentation of client interactions, issues, actions taken, and resolutions in the CRM/ticketing system.

• Ensure client concerns are addressed promptly and professionally.

• Monitor platform performance and system activity using available monitoring tools.

• Investigate system issues and collaborate with internal technical teams to identify root causes and resolutions.

• Track and document bugs, system issues, and other technical concerns through appropriate ticketing or collaboration tools.

• Support testing and validation of new platform functionality, fixes, and enhancements.

• Identify recurring issues and opportunities to improve platform processes and client support.

• Build strong relationships with clients through responsive and effective communication.

• Explain technical concepts and solutions clearly to non-technical clients.

• Work closely with internal teams to ensure client issues are resolved efficiently.

• Identify opportunities to improve processes, workflows, and overall client experience.

• Follow company policies, procedures, and established support practices.

Qualifications:

• Minimum of three (3) years of experience in client-facing technical support or a similar role.

• Experience using any CRM or ticketing systems.