Tech Customer Spt Coordinator I at Remitly

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer SupportIndustries

Requirements

Bachelor's degree holder or completed at least 2 years of college (no back subjects/incomplete units)
With TSR experience
Must be detail oriented and knows how to multi-task (communicating with the customer while documenting the interaction)
Should be comfortable navigating software such as Confluence, Salesforce, and Jira
Demonstrates knowledge and proficiency in 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 CIRIUM customers with a high level of customer services responding to all enquiries received via live chat and/or email
Provide first level contact and convey solutions to CIRIUM Customers through troubleshooting intermediate product issues
Manage and handle both inbound telephone calls and emails for the CIRIUM Customer Service queue both on technical aspect and product inquiries while managing high level of customer care
Manage and maintain helpdesk ticket tracking software used; update customer data and produce activity reports, ensuring proper recording, documentation, and closure
Follow up with customers, provide feedback, and see problems through to resolution
Work alongside colleagues in the Americas and EMEA/APAC Client Services teams
Properly escalate unresolved queries to the next level of support through tracking issues, routing, and redirecting problems to correct resources as needed
Recommend workflow modifications or improvements as deemed necessary to improve processes
Act as a senior representative of the team that provides support during weekends
Prioritize P1 to P2 customers and complex cases
Conduct random audits of ticket cases handled by level 1 and 2 customer representatives
Do relevant tasks as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceLive ChatEmail SupportTroubleshootingTelephone SupportHelpdeskTicket TrackingConfluenceSalesforceJiraMicrosoft OfficeMultitaskingCommunication

Questions & Answers

Common questions about this position

What qualifications are required for this Tech Customer Support Coordinator role?

Candidates need a Bachelor's degree or at least 2 years of college without back subjects, TSR experience, and must be detail-oriented with multitasking skills. Proficiency in Confluence, Salesforce, Jira, and Microsoft Office is required, along with excellent communication skills.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the team structure look like for this position?

The role involves working alongside colleagues in the Americas and EMEA/APAC Client Services teams, acting as a senior representative during weekends, and collaborating on escalations and audits.

What makes a strong candidate for this customer support coordinator position?

Strong candidates have TSR experience, are energetic, self-motivated, detail-oriented multitaskers with excellent communication skills, and are willing to be cross-skilled. No reliability or attendance issues are essential.

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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