Technical Customer Support Analyst
We are Banked:
We’re building a global, digital payments network, based on API access to highly secure banking rails, but free from the limitations of their decades old technology and cost model to support it.
Payments have so far missed out on the cost benefits that come from scale and the innovation potential of the digitisation of all other areas of our lives. With deep partnerships across the ecosystem we’re making real-time payments work for a digital world. We believe moving money + data together is an untapped source of innovation, and will change not only the way we buy things, but the way we live with more useful and relevant experiences. We believe it's what makes us different from other payment providers.
We’ve recently raised our Series A funding for the next phase of our company roadmap, so we’re expanding the engineering team to meet the coming, new challenges.
Technical Customer Support Analyst
As Banked’s first Customer Support team member in Australia you will be responsible for owning Partner and Merchant interactions across all Support-related inquiries within the region. Troubleshooting technical payments queries, you will also act as a liaison between Partners/Merchants and our Product and Engineering teams; triaging issues and helping identify product development opportunities to improve our payment experience and provide feedback to help shape the future roadmap.
Reporting to the Head of Customer Support, this is an incredibly exciting opportunity for an experienced technical support professional to help shape team processes and develop our support operations in Australia. You will also work alongside both the Head of Sales and the General Manager for the region; building strong internal relationships across all levels of the business; while having the chance to take ownership of support initiatives to really make your mark at an early stage.
2+ years technical customer support in the financial services industry or SaaS environment.
Experience working in a high-growth company or start-up desirable
Strong proficiency in handling email, phone calls and chat interactions to provide technical support to customers; whilst ensuring high-level of customer satisfaction.
Natural troubleshooting skills and strong technical aptitude
Zendesk or experience with other help desk management software
Proficiency with APIs and understanding of SQL
Demonstrated ability to adapt to new technologies and learn quickly
Excellent writing skills and process documentation
Comfortable with ambiguity and taking the initiative when identifying and solving operational problems
An understanding of Australian banking payment support and security requirements a plus
Willingness to take part in on-call rotation.
What you'll be doing at Banked
Help support and scale Banked’s global support function, with a focus on the AU region
Act as front-of-house representative for Banked, managing tickets via Zendesk
Be a liaison between the product and engineering teams and our external partners
Work alongside Product and Engineering to troubleshoot more technical queries
Collaborate with business teams, like Sales and Customer Success, to foster key relationships and provide critical support for strategic accounts and partnerships.
Build expert knowledge in our payment solution across global markets; with a particular focus on AU region and its associated partners.
Take ownership of Support team process documentation for AU region
Assist with writing and publication of help centre content to boost our self-serve support offering for our partners, merchants and end-consumers.
Provide your own feedback and input to help shape Banked’s growing global support operations
Ideate and develop new support program deliverables that help improve existing team processes and operations
What Banked asks of you
STAY CURIOUS - “Look beyond” Those who keep questioning don’t settle for the obvious, so here at Banked we ask you to stay curious. Innovate, inspire, and *look beyond.*
BRING WARMTH - “Together is stronger” Everything is better in the sun, so be that light. Collaborate with respect and understanding, work with an open mind. *Together is stronger.*
OWN AND DELIVER - *“Make it happen.”* Own it with pride, act with purpose - have a plan and deliver. *Make it happen.*
We look for individuals who dream big, work hard and above all stay humble. Empathy, growth and passion is at the heart of what we do and through our work together we hope to create a safe and inclusive space. We deliver passion behind our product and encourage innovation.
GROWTH - A place to flourish, evolve and thrive.
EMPOWERMENT - An opportunity to drive your own impact.
A GLOBAL TEAM - A global, diverse, and inclusive place to be yourself.
Diversity, Inclusion and Equality
At Banked, we truly deliver on our word and are committed to building a culture where everyone belongs. We believe that employing a diverse workforce is key to our success and innovation. Banked are continually investing and reflecting on how we can further promote our diverse culture- a space for all to feel safe, seen and supported.