Tech Customer Spt Coordinator I at Remitly

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Technology, Financial ServicesIndustries

Requirements

Bachelor's degree holder or completed at least 2 years of college (no back subjects/incomplete units)
At least 1-2 years of TSR/CSR experience
Detail oriented and able to multi-task (communicating with the customer while documenting the interaction)
Demonstrates knowledge and proficiency in CRM, Account Programs, and Microsoft Office applications, with excellent keyboard skills
Excellent verbal and written communication skills
Ability to research and obtain necessary information using provided resources
Ability to ask all relevant questions
Ability to follow instructions for entering complete notes and make appropriate record disposition and recommendation
Energetic, positive thinking, and self-motivated
Willing to be cross-skilled/upskilled if needed
No reliability/attendance issues

Responsibilities

Provide high quality telephonic technical support via voice, chat, and email, including problem resolution to meet or exceed department objectives
Navigate and walk customers through product features and attributes
Install/uninstall software via remote session
Escalate issues to the correct department as necessary and initiate escalation process for unresolved problems
Analyze technical, billing, and accounting issues and work with end-users efficiently towards resolution
Initiate beta testing and documentation of new LexisNexis products (selected service groups)
Isolate and determine whether network issues lie on the network or local computer; disseminate and apply limitations on drive mapping, folder permissions, sharing, and Windows security
Uphold the integrity of the customer’s database through necessary maintenance and troubleshooting
Examine technical difficulties with LexisNexis Online products, ensure computer compatibility, and follow up with mandatory callbacks
Work through different recent Windows operating systems
Assist with account-related issues, including ID/password assistance, billing/invoice support, and other general account services
Share skills and knowledge to improve department knowledge (for those with advanced education, experience, or certifications)
Work in a team environment to maximize individual and team performance and maintain positive relationships with internal and external contacts

Skills

Key technologies and capabilities for this role

Technical SupportCustomer ServiceVoice SupportChat SupportEmail SupportSoftware NavigationRemote Software InstallationTroubleshootingEscalationAccount ManagementBilling SupportProduct InstallationDatabase Maintenance

Questions & Answers

Common questions about this position

What education is required for the Tech Customer Support Coordinator I role?

A Bachelor's degree or completion of at least 2 years of college with no back subjects or incomplete units is required.

What technical skills are needed for this position?

Key skills include navigating and installing software via remote sessions, troubleshooting network issues, maintaining databases, resolving browser and operating system problems (especially Windows), and handling billing/accounting analysis.

Is this a remote or office-based role?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What does the work environment and team culture look like?

The role involves working in a team environment to maximize individual and team performance, sharing skills and knowledge to improve the department, and maintaining positive relationships with internal and external contacts in line with company values.

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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