Customer Support Montà

Customer Support
Montà
Piemonte, Montà

Language Requirement: English Proficiency (B2/C1) a must

About Us: ArrowFin Colombia SAS is a fast-growing startup in technology development and staffing in the financial services industry.

We are seeking a Customer Support Specialist to join our team full time and to play a crucial role in supporting our brokerage operation in Chicago.

This position reports to our Customer Support Lead.

Role Overview: As a Customer Support Specialist, you will be in direct contact with brokerage clients who are requesting help with their trading account or trading-related matters like funding, withdrawals, trading platform questions and other matters.

You would have access to our Zoho Desk ticketing system and will be responsible for resolving requests quickly and completely.

Key Responsibilities: Customer Support: Handle all routine help tickets on Zoho Desk relating to our trading platform.

These may include connection issues, inability to log in or anything else the customer needs to gain access to trading.

Monitor website chat and answer customer questions on our Live Chat.

Set up remote support sessions with certain customers if an issue is difficult to resolve.

New Accounts: Learn and follow the new account opening process including creating a folder for each account, tracking their application and then downloading all of their data once the account has been opened.

Respond to customer inquiries about account status.

Update Trello to keep brokers informed of their customer account status.

Treasury Operations: Track incoming customer funding wires and report them on Slack.

Request and/or approve withdrawal requests for customers.

Verify amounts being deposited by customers to prevent exceeding limits.

Required Skills & Qualifications: Communication: Written and oral English communication skills at B2 or higher (Required).

Experience: 2+ years in a customer service role for an English-speaking employer.

Technology skills: Very confident in quickly learning new technologies.

Ability to use a CRM, Slack and Trello is key.

Collaboration: Strong desire to work within a team and to grow long term.

Confident to flag up issues or concerns.

Comfortable with putting in the extra effort to give customers the best experience possible.

Problem-Solving: Ability to resolve any service issues that may arise for the customer and to independently use resources or to come up with solutions that keep the customer happy.

Completing the circle: Ability to completely address a ticket or call and close the issue in an efficient manner.

This requires attention to detail and completeness.

Coachable: Having a growth attitude and an open mind to be coached and to take feedback throughout their career development.

We will continue to advance you as long as you can handle the responsibilities (compensation will reflect this).

Other Preferred Skills: Other relevant experience: Trading and/or investing experience is a huge benefit.

Be sure to let us know if you have this.

CRM experience: Experience using Zoho CRM, Salesforce, or Hubspot.

Additional Details: We provide comprehensive training to help you understand the industry and to learn the laws and regulations governing our work.

We provide an education expense allowance to make sure you stay up to date with the latest tools and techniques.

We maintain an excellent work environment with a highly dynamic and dedicated team.

We provide a career development roadmap for all employees.

Our offices are at the Milla de Oro building in El Poblado.

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