Technical Support Specialist I

Life at MX

Job Duties

• Investigate and resolve technical support issues via ticket and chat.
• Provide world class customer support.
• Field requests from clients and partners.
• Must learn and effectively use various data querying tools and any other MX specific toolsets.
• Learn Git process and effectively use Github.
• Efficiently read and interpret log data.
• Effectively communicate and simplify technical terms for the client.
• Improve the platform by being the voice of the customer.
• Demonstrate your care for our customers’ success and software experience.
• Be a support visionary seeking new ways to make the end-user experience better while creating new ways to help make the software better.
• Exhaust all resources and recognize when an issue must be escalated.
• Effectively communicate with users, partners, and clients.
• Understand how to use internal systems to troubleshoot and resolve client issues.
• Utilize interpersonal skills, specifically when working with co-workers, clients, and management.
• Complete knowledge of all MX core services, applications, and architecture.
  

Basic Job Requirements

• 3+ years of customer support experience.
• 1+ years of ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems.
• Excellent verbal and communication skills - strong written communication skills are a must.
• World class customer service, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated users.
• Experience using common help desk tools such as Zendesk, or other platforms.
• Advanced Job Requirements (preferred but not required)
• API troubleshooting experience.
• Development experience.
• Previous experience in the financial industry.
  

Work Environment

Compensation

• Please note applicants applying for this position must have the legal right to work in India without the need for sponsorship. We are unable to provide work sponsorship for this role, and candidates should be able to verify their eligibility to work in the country independently. Proof of eligibility to work in India will be required as part of the hiring process.