What are the responsibilities and job description for the Technical Support Representative, Incent Youth Banking position at tyfonecom?
Job Description
Job Description
Job Position : Technical Support Representative, Incent Youth Banking
About the company :
Tyfone, 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 best-in-class 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 real-life earning, spending, saving, giving, and borrowing money.
We are an equal-opportunity 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 first-line technical assistance to customers via phone, email, and chat. This role requires a customer-focused individual with strong problem-solving skills and the ability to communicate technical solutions in an easy-to-understand manner. The ideal candidate is comfortable working in a high-volume 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 first-line 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.
Effectively communicate technical concepts in simple, customer-friendly language.
Document all interactions with customers in the ticket tracking system.
Write and maintain knowledge base articles and how-to documentation for internal and external use.
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.
Ensure compliance with performance targets, service-level agreements, and phone queue management guidelines.
Adhere to company standards and best practices for customer service and support.
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.
Maintain proficiency in product features, updates, and technical knowledge.
Stay informed about financial industry trends, compliance requirements, and best practices.
Skills and Quali fications
Requirements
Experience and Education
Benefits
Benefits :
Tyfone is an equal-opportunity employer. We encourage candidates from diverse backgrounds.
