Customer Support Analyst

The ideal candidate is customer-centric, analytical, and thrives in a fast-paced fintech environment where precision, accountability, and proactive communication are critical to success. Mission for this Role To deliver timely, accurate, and high-quality support to internal and external clients by resolving issues efficiently, coordinating cross-functional stakeholders, and contributing to continuous service improvement across all Multigate solutions. Key Outcomes Service Delivery Excellence: Maintain agreed SLA compliance on ticket response and resolution timelines Issue Resolution Effectiveness: Resolve the majority of assigned tickets within agreed turnaround times while minimizing repeat incidents Cross-Functional Coordination: Ensure seamless collaboration between Support, Solutions Delivery, Product, Compliance, and Engineering teams to resolve client issues Client Satisfaction: Maintain high CSAT performance through clear communication, professionalism, and solution-oriented engagement Operational Accuracy: Ensure complete documentation of cases, root causes, and resolutions within CRM and ticketing systems Process Improvement Contribution: Identify recurring issue patterns and recommend workflow or product improvements Competencies (Must-Have Skills & Behaviors) Customer-Centric Mindset - Strong commitment to delivering reliable, empathetic, and professional client support Problem-Solving & Analytical Thinking - Ability to investigate issues, identify root causes, and follow through to resolution Structured Case Management - Skilled at managing multiple tickets while maintaining SLA discipline and documentation accuracy Technical Fluency - Basic understanding of APIs, payment flows, reconciliation processes, and system integrations within fintech environments Clear Communication - Ability to communicate technical and non-technical information clearly to clients and internal stakeholders Execution Discipline - Strong follow-through, time management, and prioritization skills in a fast-paced environment Cultural Alignment (Values Fit) Customer Obsession - Prioritizes client trust and long-term satisfaction Excellence in Action - Maintains high standards of responsiveness and accuracy Agility & Innovation - Adapts quickly to evolving products and regulatory environments Trust & Accountability - Takes ownership of assigned cases through to resolution Collaboration & Ownership - Works effectively across teams to remove blockers and Requirements 3-5 years of experience in customer support within fintech, payments, banking, SaaS, or financial services Proven experience handling technical and non-technical support cases in a structured environment Familiarity with treasury, cross-border payments, correspondent banking, or cash management solutions is an advantage Experience using CRM and ticketing platforms (e.g., Zendesk, Intercom, Freshdesk) Ability to work cross-functionally with Product, Engineering, Compliance, and Operations teams Bachelor'