L1 Customer Support Specialist

About the company

Velexa is one of the leaders in the Wealthtech industry, ranked for 3 consecutive years among a young and ambitious WealthTech company. Velexa was recently shortlisted among the world's leading Top 100 WealthTech companies by Fintech Global. The company empowers financial institutions to capitalize on the demand for modern and ubiquitous investing solutions by new-generation investors. Velexas B2B2X investing platform as a service caters for various business models and offers the choice from a full set of front-end channels, brokerage & wealth platform and even post trading as a Service

Role: L1 Customer Support Specialist

Reporting line: L1 Customer Support Team Lead

Location: LATAM (remote)

Description:

We are seeking a highly motivated and skilled L1 Customer Support Specialist to join our growing team. The ideal candidate will have a strong background in providing excellent customer service, a desire to help people, and a basic understanding of investment and trading. If you are passionate about customer support and have experience in the IT or Fintech industries, we would love to hear from you!

Key responsibilities:

Deliver exceptional first level customer support by identifying customer needs and resolving issues with a tailored approach.

Respond to customer inquiries in accordance with SLAs and company policies via ticketing system (Atlassian Jira), email, and chat.

Escalate customer issues to appropriate internal teams, ensuring timely resolution and follow-up.

Find novel ways to solve difficult problems.

Focus on customer expectations and satisfaction by reviewing the quality of service provided.

Build sustainable relationships and engage the customers by taking the extra mile.

Identify recurring issues and create new workflows to resolve them.

Contribute to the development and maintenance of relevant internal documentation.

Work in rotating working time shifts

Requirements

Fluent in both written and spoken English

Proven work experience in customer support

Prior experience in IT or Fintech industries

Basic understanding of investment and trading concepts

Understanding of IT systems and basic technical troubleshooting skills.

Ability to interpret technical information and relay it in user-friendly language to non-technical customers

Excellent communication skills, empathetic demeanor, and a genuine desire to help others

Nice to have:

Hands-on experience in investment or trading

Familiarity with Atlassian products, such as Jira Service Management and Confluence

Benefits:

Hybrid or remote work flexibility

Performance-based monthly bonus

Comprehensive medical insurance

Collaborative and friendly international team