Support Team Member – PH
ABOUT MONEYTHOR Moneythor is an award-winning software company founded in 2013. We provide banks and fintech firms with a modern toolkit to enhance their digital banking services with the prime focus of generating data-driven personalised and contextual recommendations for their customers. Since inception, Moneythor has set a mission for itself to make digital financial services more relevant, more personal and to wipe out the myth that you cannot get great financial insights when you visit your financial institution online. Moneythor is headquartered in Singapore and with presence in Dubai, London, Paris, Sydney, Tokyo, and further expansion in progress. Our solution is currently used by financial institutions globally. OVERVIEW: Do you have a clear sense of what world-class support organization should look like? Have you been looking for that opportunity to make your vision a reality? Do you believe that there can be no business success without client success? If you answered yes to these questions, then this might be the perfect role for you! We are looking for Support Engineers for our L1 and L2 support process, assisting our international clients with our comprehensive product setup and customized implementations. This role is not for the faint-hearted, we are looking for people who want to roll-up their sleeves and help ensure that we exceed our clients’ expectations every day. This is a remote role based in the Philippines, ideally in Manila. RESPONSIBILITIES: Proactively manage and resolve Service Desk tickets in accordance with agreed SLA terms and conditions Analyze new issues raised by customers, qualify them, and assign severity levels Provide L1 & L2 support and updates in a timely manner. Troubleshoot, perform root cause analysis and escalate to engineering as required Coordinate with and assign L2 or L3 issues requiring technical intervention/development to engineering team or delivery team. Collaborate with internal stakeholders and external partners to improve cross-functional support deliverables. Develop and expand technical and subject matter expertise across all Moneythor’s products and services Manage and maintain the internal training platform, including onboarding trainers, updating content with new versions as they become available, and responding to trainee inquiries in a timely and supportive manner. Contribute to the development of the Moneythor’s knowledgebase by writing articles, documenting best practices, and developing “how-to” guides Contribute to the development of new services by writing and maintaining short scripts or utilities in JavaScript, supporting automation and operational efficiency. Ensure all required internal reporting tasks are completed accurately and on time REQUIREMENTS: Bachelor’s Degree in Computer Science, Information Technology, or similar At least 3 years experience with technical support in previous roles Good oral and written communication skills in English Good presentation skills A good listener, when required, able to manage clients and stakeholders well Able to command respect of technical and business colleagues alike Knowledge of support tool is a must Intermediate knowledge in JavaScript/ programming Knowledge of Personal Finance Management (PFM) domain an advantage Willing to work in shifts