Technical Customer Support Coordinator II at Remitly

Iloilo City, Western Visayas, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Technology, Customer SupportIndustries

Requirements

Bachelor’s Degree (in any field) or at least 2nd year college completed (with no back subjects/incomplete units)
Minimum 3 years’ experience in a related field/role (Technical support experience); less than 3 years can be considered depending on technical support expertise; fresh graduates with exposure to programming and coding languages can be considered
Great IT Skills: Experience with all Major OS (Windows, MacOS, Linux)
Hands-on experience with cloud technologies and services
Ability to troubleshoot/understand DB/Network connectivity logs
Familiarity with SSL and understanding of corporate level security and authentication methods
Understanding of APIs and SDKs
Familiarity with ITIL framework
Knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges)
Advanced Troubleshooting Skills Training
Proven customer service skills with excellent written and verbal communication skills
Outstanding presentation and training skills
Ability to work independently and multi-task, handling calls and emails
Self-motivated with a positive attitude
Ability to follow strict guidelines and standard operating procedures
Ability to work quickly under pressure and be highly organized
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
Company Culture Attributes: Strong communication and customer skills, strong logical thinking and problem-solving skills, accountability and ownership, exhibits initiative, customer-centric mindset, continuous learning & improvement

Responsibilities

Handle incoming traffic via supported channels, when necessary, to ensure SLA alignment
Serve as the primary point of contact for escalated customer inquiries
Collaborate with cross-functional teams to address customer needs and provide timely solutions
Own and troubleshoot new/unknown product issues with a focus on restoring systems to normal service and documenting solutions and updating training materials for the wider audience
Technical/Functional Article and FAQ creation, reviews, and modifications
Assist with Administration for all internal resources (e.g., Ticketing system and Internal Systems where necessary)
Assist with support metrics and trends to identify areas for improvement and provide insights to the management team
Assist the Services team in driving client retention and growth
Generate Program Information Report/RCA documents with a focus on future proofing and system monitoring
Deploying and analyzing code changes via GitHub
Provide expert-level technical guidance to staff, guiding them through issue resolution steps effectively
Assist clients configure the product where necessary, focused on providing product best practices where SOW is not needed
Assist with client onboarding and EBRs (Electronic Batch Record) where necessary
Train and onboard new customer support team members
Maintain both internal and external training documents where necessary
Rostered on-call outage support during assigned shifts

Skills

Technical Support

Customer Service

Troubleshooting

SLA Management

Ticketing Systems

GitHub

Cross-Functional Collaboration

FAQ Creation

Root Cause Analysis

System Administration

Product Configuration

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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