Client Technical Support

What we are looking for:

Galileo Financial Technologies is seeking the best of the best to be part of a team responsible for providing B2B technical support to our business partners, clients, banks, and external contact centers that do business with Galileo. Majority of client cases will be received via a support portal and email. 

The Client Technical Support Agent (CTSA) will be responsible for B2B interaction with our client’s business, technical and operations resources to manage their technical issues.  CTSA will be responsible for initial triage, diagnostics/troubleshooting, escalations, resolution, etc. 

What you’ll do:

• Manage client’s technical case queue. 

• Perform initial triage of cases and assign them to corresponding teams.

• Diagnose, troubleshoot and resolve cases following Standard Operation Procedures.

• Interact with clients to provide updates, request additional information, validate resolution, etc. 

• Keep clear and extensive case documentation.

What you’ll need:

• New grads and/or candidates with 1 year in a business to business Technical Support role are welcome to apply. 

• Experience in providing technical support for SaaS, Financial services companies is preferred

• Experience in resolving technical issues following SOPs, technical documentation, etc. 

• A technically oriented mind, good judgement, and problem solving is required. On our team, you will examine technical platform documentation, writing from engineers, developers, clients, and review detailed log data to solve problems and provide answers for clients.

• Good communication is essential to this job. You will respond to inbound emails, tickets, and some phone calls from Galileo business partners. Verbal and written communication is central to what we do.

• Organizational skills are very important. You will need to effectively balance and manage taking work from multiple inbound sources, collect and report information from our systems and clients, and be able to keep track of ongoing client issues.

• Ability to adapt to a variable work environment. No two days are exactly the same, and there are a wide variety of tasks and workflow items to handle, you must be able to adapt to team needs.