Technical Support Representative at Remitly

Durban, KwaZulu-Natal, South Africa

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Legal Tech, Professional ServicesIndustries

Requirements

Bachelor’s degree in a technical field or equivalent experience
Exceptional communication skills and professionalism, capable of engaging with high-end clients
Ability to troubleshoot basic software, internet, and website issues; willingness to learn new tools, products, and techniques
Ability to manage multiple tasks and prioritize in a fast-paced environment
Experience handling challenging customer situations with empathy and composure
Comfortable supporting US hours (Monday–Friday)
Experience with billing support, enterprise systems, and accounting applications
Experience with enterprise technical support including software, hardware, and enterprise systems

Responsibilities

Deliver first-level technical support across multiple channels (phone, email, chat, messaging)
Troubleshoot software, internet, website, and usability issues; escalate unresolved cases appropriately
Assist with account access needs such as ID/password resets and login support
Support billing and invoice inquiries and other general account-related requests
Communicate clearly, professionally, and respectfully with all customers, demonstrating warmth, empathy, and confidence
De-escalate challenging interactions while maintaining a customer-focused approach
Respond effectively to complex or difficult customer scenarios, maintaining composure and problem-solving capability
Introduce and explain additional product features or services where appropriate
Accurately document customer interactions, issues, and resolutions

Skills

Key technologies and capabilities for this role

Technical SupportCustomer ServiceTroubleshootingSoftware TroubleshootingInternet TroubleshootingWebsite TroubleshootingAccount ManagementPassword ResetBilling SupportCommunication SkillsDe-escalationMultitasking

Questions & Answers

Common questions about this position

What benefits are offered for this role?

Benefits include Medical Aid, Retirement Plan with Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover), and modern family benefits. The company also promotes work/life balance with wellbeing initiatives, shared parental leave, study assistance, sabbaticals, and flexible working hours.

What are the required skills for the Technical Support Representative position?

Requirements include a Bachelor’s degree in a technical field or equivalent experience, exceptional communication skills and professionalism, ability to troubleshoot basic software, internet, and website issues, and experience handling challenging customer situations with empathy and composure.

What is the work schedule or location policy for this role?

The role requires supporting US hours (Monday–Friday), with flexible working hours to promote work/life balance. Specific location details are not provided.

What is the company culture like at LexisNexis Legal & Professional?

The company promotes a healthy work/life balance, a collaborative team environment, and supports employee well-being through various initiatives. They emphasize clear, professional communication with warmth, empathy, and confidence.

What makes a strong candidate for this Technical Support Representative role?

Strong candidates have a Bachelor’s degree in a technical field or equivalent, exceptional communication skills for high-end clients, troubleshooting experience with software/internet/website issues, and the ability to handle challenging situations with empathy in a fast-paced environment.

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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