Customer Care Engineer, Fintech

Optasia is a fully enabled B2B2X financial technology platform covering scoring, financial decisioning, disbursement and collection. We are committed to enabling financial inclusion for all. We are changing the world our way . We are seeking for enthusiastic professionals, with energy, who are results driven and have can-do attitude, who want to be part of a team of likeminded individuals who are delivering solutions in an innovative and exciting environment. As a Customer Care Engineer you will be part of the Technical 1st Level Support team and you will be focusing on resolving end-customer issues coming through partners. The end-customers might be facing technical issues or seeking product guidance. Your responsibility is to ensure prompt and effective problem resolution, helping customers get the most out of our products and services. You will collaborate closely with other tiers within Technical Support department to troubleshoot, escalate, and resolve complex issues. What You Will Do Provide timely, accurate, and effective technical support to customers via email Resolve Customer Care issues within the contractual SLAs Troubleshoot and resolve technical issues related to Optasia products in a professional and empathetic manner Follow standard procedures for proper escalation of unresolved issues to the appropriate customer's and/or Optasia teams Identify recurring issues and suggest improvements to product functionality or customer service procedures Maintain up-to-date knowledge of Optasia's products and services to provide accurate and relevant assistance Contribute to customer knowledge base articles and technical support resources What You Will Bring Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field (or equivalent experience) Proven experience of at least 2 years in Customer service / Technical support, or a related engineering role Hands-on experience with SQL and/or Postgres databases Hands-on experience with Linux and bash scripting Strong problem-solving and analytical skills Excellent communication skills, both verbal and written Experience with ticketing systems Ability to work independently and as part of a team in a fast-paced environment Strong organizational skills and attention to detail Fluent in English Familiarity with Python is a plus Why you should apply What we offer: 💸 Competitive remuneration package 🏝 Extra day off on your birthday 💰 Performance-based bonus scheme 👩🏽‍⚕️ Comprehensive private healthcare insurance 📲 💻 All the tech gear you need to work smart Optasia's Perks: 🎌 Be a part of a multicultural working environment 🎯 Meet a very unique and promising business and industry 🌌 🌠 Gain insights for tomorrow market's foreground 🎓 A solid career path within our working family is ready for you 📚 Continuous training and access to online training platforms Optasia's Values 🌟 #1 Drive to Thrive: Fully dedicated to evolving. We welcome all challenges and learning opportunities. #2 Customer-First Mindset: We go above and beyond to meet our partners' and clients' expectations. #3 Bridge the Gap: Knowledge is shared, information is exchanged and every opinion counts. #4 Go-Getter Spirit: We are results oriented. We identify any shortcomings that hold us back and step up to do what's needed. #5 Together we will do it: We are committed to supporting one another and to understanding and respecting different perspectives, as we aim to reach our common goals.