Job Summary
We are looking for an L1 Support Executive to provide first-level support for our FinTech platform. The candidate will be responsible for handling customer queries, troubleshooting application issues, monitoring transaction-related concerns, and coordinating with internal teams to ensure timely resolution of incidents.
Key Responsibilities
- Act as the first point of contact for customer support queries related to the FinTech application.
- Handle issues related to payment processing, transaction failures, collections workflows, and user access.
- Log, categorize, prioritize, and track support tickets through the ticketing system.
- Analyze customer-reported issues and perform initial troubleshooting.
- Coordinate with L2 Support, Product, Engineering, and Banking Partners for issue resolution.
- Monitor transaction statuses and escalate critical incidents as per defined SLAs.
- Follow up with customers until issues are resolved and tickets are closed.
- Maintain accurate documentation of incidents, resolutions, and support activities.
- Ensure high customer satisfaction through timely and professional communication.
- Support clients in understanding product functionalities and operational workflows.
Required Skills
- 1+ year of experience in Software Support, Technical Support, or FinTech Operations.
- Basic understanding of FinTech products, Digital Payments, UPI, Wallets, Microfinance, Lending, or Collection Management Systems.
- Familiarity with ticketing tools and incident management processes.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills in English and Hindi.
- Ability to interact with domestic and international clients.
- Basic understanding of SDLC and software troubleshooting.
- Good knowledge of MS Excel and reporting.
Preferred Qualifications
- Bachelor's Degree in Engineering, Computer Applications, IT, or a related field.
- Experience supporting Banking, NBFC, Microfinance, or Payment platforms.
- Understanding of transaction lifecycle and reconciliation processes.
Pay: ₹50,000.00 - ₹60,000.00 per month
Benefits:
- Flexible schedule
- Paid time off
Work Location: In person
