Customer Support Engineer (L2)

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Customer Support Engineer (L2)

All About Us

HomeSend is a leading player in the revolution to transform the way funds flow cross-border. It is designed to work with banks, mobile money operators, money transfer organizations and more helping them modernize the way they make and receive cross-border payments so they can provide a better service to their end-users.

Our backbone is our comprehensive global network which enables ‘paying’ Financial Institutions (banks, mobile money operators, money transfer organizations and more) to transfer funds to ‘receiving’ Financial Institutions in a way that is safe, swift, and cost-effective.

HomeSend is a joint venture of Mastercard (majority shareholder) and eServGlobal that specializes in cross-border payments.

Overview of function

As part of the HomeSend Customer Support team, the successful candidate will full fill two main missions:

  • Provide assistance to HomeSend customers relating to their use of HomeSend services. While the Level 1 team is the first point of contact for customers handling the majority of queries, the Level 2 customer support team members handle the more complex customer cases and provide support and training to the Level 1 team.
  • Provide operational monitoring and support for services provided to our customers.

All About You

Key responsibilities

  • Provide technical and business-related knowledge to the L1 team to help resolve customer queries, this includes knowledge management (documentation)
  • Detect possible service interruptions to our partners and anticipate potential problems
  • Root cause analysis (mature problem, configuration, change mgmt., process)
  • Analyze service performance trends
  • Escalate to appropriate group a detailed issue tracking (ticket), status update to logger (requester)
  • Process automation capabilities & detect possible heaviness’s procedural improvements
  • Resolve customer queries that have been forwarded by the Level 1 team
  • Take ownership by coordinating the feedback to the customer where analysis is required from other HomeSend departments
  • Perform customer service monitoring value analysis
  • Carry out specific research for technical queries both internal and external
  • Coordinate minor configuration changes that must be performed by customers
  • Monitoring of specific transactional flows
  • Participate in monitoring of internal operational processes
  • Creation of system generated alarms to anticipate potential partner service interruptions

Preferred skills and experience

  • Has studied at higher education level, can learn fast and is willing to reach autonomy rapidly.
  • Can manage stressful situations and is willing to maintain an up-to-date knowledge the company’s systems, products and procedures.
  • Has excellent inter-personal communication skills and can demonstrate a customer-service oriented attitude and a supportive mindset.
  • Can display analytical thinking and to provide consultancy and guidance to Customer about specific question
  • Has proven experience in a technical/commercial/support position, preferably in a service or financial institution.
  • Is familiar with common Information Technology Office tools (MS Excel) and is interested in acquiring more knowledge in this domain.
  • Can provide training to newcomers and/or customers.
  • Very good knowledge of the English language (verbal and written) and any other language is an asset.
  • ITIL – certification is a plus
  • Basic knowledge of Linux, Splunk, Jira is a plus

 

JOB DETAILS

Location

Brussels, Belgium

Alternatively, please send your CV and cover letter to the following email address careers@homesend.com to apply.

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