Remote Technical Customer Support Associate - FinTech Focus
About the Role
We're hiring a Remote Technical Customer Support Associate to join our dynamic team at Narmi. In this role, you will play a crucial part in delivering exceptional support to our customers, who are at the heart of our business. As a Remote Technical Customer Support Associate, you will engage directly with clients, ensuring they receive the best possible service and support throughout their journey with us.
What You'll Do
- Provide front-line support for Narmi customers, addressing their inquiries and issues promptly.
- Communicate effectively with customers to resolve questions and technical challenges.
- Conduct troubleshooting to investigate or recreate technical inquiries, acting as a subject matter expert for Narmi products.
- Empower customers by providing information and guiding them to available self-service tools.
- Understand the needs of financial institution staff and end-users to enhance user experience and platform adoption.
- Impact the evolving support team and digital platform by identifying opportunities for improvement.
- Advocate for customer feedback to enhance internal awareness of user experiences.
Requirements
- 2-3+ years of experience in a technical customer support role.
- Ability to prioritize and execute tasks in a fast-paced, high-pressure environment.
- Demonstrated thoroughness and accuracy in task execution.
- Excellent communication skills and comfort in customer-facing conversations.
- B.A. or B.S. degree.
Nice to Have
- Prior experience in SaaS-based technology, financial services, or digital banking.
- Familiarity with SaaS infrastructure and interpreting payload logs for diagnosing issues.
- Availability to work in PST or MT timezone to support West Coast customers.
What We Offer
- Competitive salary range of $68,000 - $75,000 annually.
- Equity options and performance-based cash and equity bonuses.
- Comprehensive benefits package including medical, dental, and vision coverage.
- A collaborative work environment that values team member growth and thoughtful execution.
- Opportunities to contribute directly to the success of community financial institutions.
This role offers an exciting opportunity to join a growing FinTech company focused on customer support. With competitive salary and equity options, it's a great chance for career growth.
Who Will Succeed Here
Proficient in troubleshooting SaaS applications, particularly in FinTech environments, with a deep understanding of APIs and integrations that ensure seamless customer experiences.
Highly adaptable to remote work dynamics, demonstrating strong self-motivation and time management skills to effectively handle multiple customer queries and prioritize tasks in a virtual setting.
Possesses a solution-oriented mindset, with a demonstrated ability to analyze customer issues quickly and provide clear, actionable steps for resolution while maintaining an empathetic approach.
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