What are the responsibilities and job description for the Technical Support Representative Incent Youth Banking position at tyfonecom?
Job Position : Technical Support Representative Incent Youth Banking
About the company :
T yfone a global leader in the SaaS Digital Banking Youth Banking and Digital Payments sectors is redefining how the world engages with digital finance and payments. Our digital solutions empower individuals families and businesses to simplify and make it easier to manage their financial lives achieve their financial goals and improve their financial health. Our solutions power digital services for banks and credit unions across the U.S.
About Incent :
Incent is the leading and bestinclass provider of B2B youth banking services to US banks and credit unions. We are a wholly owned subsidiary of Tyfone and we enable financial institutions to provide and empower parents with the digital tools they need to help their kids learn develop and apply good money management habits throughout their life. Our solutions help kids learn and apply their knowledge to reallife earning spending saving giving and borrowing money.
We are an equalopportunity employer and we encourage candidates from diverse backgrounds to apply.
About the role :
The Technical Support Representative role will prospect and play a pivotal role at Tyfone s youth digital banking subsidiary Incent . Your responsibilities are to provide firstline technical assistance to customers via phone email and chat. This role requires a customerfocused individual with strong problemsolving skills and the ability to communicate technical solutions in an easytounderstand manner. The ideal candidate is comfortable working in a highvolume call environment addressing customer concerns with professionalism and empathy and collaborating with internal teams to ensure seamless issue resolution.
Responsibilities (including but not limited to)
Customer Assistance :
Provide firstline technical support to customers via phone email and chat.
Respond to helpdesk tickets promptly and accurately.
Troubleshoot and resolve technical issues escalating to senior engineers as needed.
Communication and Documentation :
Effectively communicate technical concepts in simple customerfriendly language.
Document all interactions with customers in the ticket tracking system.
Write and maintain knowledge base articles and howto documentation for internal and external use.
Technical ProblemSolving :
Identify problems and guide clients through corrective steps.
Recommend effective system changes to improve performance.
Assist in building and reviewing the knowledge base to enhance system support capabilities.
Process Adherence :
Ensure compliance with performance targets servicelevel agreements and phone queue management guidelines.
Adhere to company standards and best practices for customer service and support.
Customer Advocacy :
Act as a liaison between customers and internal teams ensuring customer feedback is communicated effectively.
Provide training and support on Tyfone s software products to customers.
Continuous Learning :
Maintain proficiency in product features updates and technical knowledge.
Stay informed about financial industry trends compliance requirements and best practices.
Skills and Quali fications
Strong problemsolving and criticalthinking abilities.
Excellent customer service skills with a focus on quality and satisfaction.
Proficiency in using Microsoft Office Suite.
Previous helpdesk or technical support experience preferred.
Ability to communicate professionally and clearly in both verbal and written formats.
Familiarity with SQL and / or C# is preferred.
Basic understanding of operating systems and databases.
High attention to detail and organizational skills.
Ability to manage multiple priorities in a fastpaced environment.
Adaptable to change with a strong sense of dependability and initiative.
Ability to work independently and collaboratively as part of a team.
Knowledge of financial institution business operations is a plus.
Requirements
Experience and Education
35 years of relevant work experience including product support technical support or banking.
Experience with tools such as Salesforce Service Cloud JIRA and Wrike preferred.
Bachelor s degree or equivalent education and / or work experience required.
Benefits
Benefits :
- Competitive salary and bonus structure
- A dynamic work environment with passionate driven colleagues
- Opportunity to shape the future of digital banking and payments globally
Tyfone is an equalopportunity employer. We encourage candidates from diverse backgrounds.
Skills and Qualifications Strong problem-solving and critical-thinking abilities. Excellent customer service skills with a focus on quality and satisfaction. Proficiency in using Microsoft Office Suite. Previous helpdesk or technical support experience preferred. Ability to communicate professionally and clearly in both verbal and written formats. Familiarity with SQL and / or C# is preferred. Basic understanding of operating systems and databases. High attention to detail and organizational skills. Ability to manage multiple priorities in a fast-paced environment. Adaptable to change, with a strong sense of dependability and initiative. Ability to work independently and collaboratively as part of a team. Knowledge of financial institution business operations is a plus. Experience and Education 3-5 years of relevant work experience, including product support, technical support, or banking. Experience with tools such as Salesforce Service Cloud, JIRA, and Wrike preferred. Bachelor s degree or equivalent education and / or work experience required.
Education
Experience and Education 3-5 years of relevant work experience, including product support, technical support, or banking. Experience with tools such as Salesforce Service Cloud, JIRA, and Wrike preferred. Bachelor s degree or equivalent education and / or work experience required.
Key Skills
Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications
Employment Type : Full Time
Experience : 3-5 years
Vacancy : 1
Monthly Salary Salary : 65 - 70
