Job Details
**Company Description**
Fraedom has a heritage of doing things differently. Over the past 20 years, we've been developing awesome SaaS technology that helps organisations find a better way to manage their business spend. And we're constantly looking at new ways to evolve our platform and keep up with industry standards.
Today we're a global company with a unique offering that benefits more than 600,000 organisations in 178 countries.
Early in 2018, Fraedom became a wholly owned subsidiary of Visa one of the world's most advanced payment processing networks.
**Job Description and Responsibilities**
Team Summary
Global Customer Operations (GCO) is a global group of teams who provide support and operational services to support our partners and customers. The teams are spread over various locations including Auckland, Toronto and London and provide 24-hour support services. The key service areas for GCO are, Customer Support, Application Support, Data Services, Customer Fulfilment, Service Delivery and Shared Services. The team is led by the Head of Global Customer Operations, currently based in Auckland.
The Customer Support Analyst role assists our partners and customers with enquires, incidents and service requests. This role provides services at level 2 and 3 support for technical triage and investigation relating to the Fraedom product. It requires intuitively triaging and reviewing information sources to proactively help customers resolve their requests.
The Support Analyst is responsible for assigned Customer Incidents and Service Requests and will manage them throughout their lifecycle, proactively managing the requests to bring resolution within expectations and SLAs. The role will also manage escalations as reported through to GCO and also manage the Go-Live process where there is a requirement to liaise with internal teams and stakeholders to provide quality resolutions to release related incidents.
Customer Support Analysts will be responsible for sending release, major incident and maintenance broadcast communications
As a member of the Customer Support team, you will work closely with the wider GCO and Fraedom teams. and as part of the wider Global Customer Operations team, you will be expected to show leadership, accountability, quality of work and contribute to the continuous improvement process.
Responsibilities
**Incident Management**
* Manage the full life cycle of Incidents including troubleshooting and analysis by ensuring all inbound/outbound tickets, calls and emails are worked through within agreed timeframes.
* Liaise with relevant business teams to ensure customer expectations are met.
* Ensure information provided to the customer is relevant and appropriate to their needs and service standards are met.
* Maintain client confidentiality when working with client information and data.
* Be the first point of contact for partners and clients during Go-Live period and work with internal teams and stakeholders to provide quality resolutions to release related incidents.
* Conduct smoke testing to verify that release builds are stable and ready to deploy.
Measure:
* Incidents are actively managed and delivered within expectations.
* Detailed notes recorded in Service Management Tools.
* Customer support and service quality standards are met as observed by manager.
* Increasing levels of customer satisfaction.
* Positive unsolicited internal and external customer feedback.
* Follow procedures to ensure that there are no client information/data breaches.
* Ensure that a quality resolution is delivered for Go-Live incidents in a timely manner.
* Ensure that all the functions tested are work properly.
**Application Configuration**
* Updating customer information accurately.
* Project management mindset.
* Communication with technical teams regarding change requirements.
* Translating customer requirements into technical specifications.
Measure:
* Accurate configuration changes completed.
* Errors identified prior to deployment and customer impact minimized.
* Excellent documentation and communication quality.
* Interpretation of customer requirements intuitively and accurately.
**Go Live Process**
* Manage post release process.
* Organise and manage organisation wide post release meetings.'
* Organise pre-release training sessions
Measure:
* Co-ordinate with wider Fraedom teams to ensure post release incidents are managed and resolved within expectations.
* All training necessary is delivered to operations teams.
**Communications**
* Drafting and sending partner and client comms during planned, and unplanned service interruptions.
Measure:
* Deliver comms that specifically address the service interruption type to the correct partners and clients in a timely manor.
* Accurate, clear, and quality broadcast communications.
**Professional Development and Teamwork**
* Work in small high-performance team through collaboration, constant communication, and team contribution at every level.
* Develop product knowledge using training resources and self-directed learning.
* Develop skills in Fraedom technologies using training resources and self-directed learning.
* Create and maintain relevant documentation to ensure team knowledge base is continuously improving.
* Contribute to the continuous improvement process by contributing feedback on team procedures, processes, and technology.
* Maintain professional growth and development plan and review in consultation with your line manager.
Measure:
* Improve product knowledge to improve resolution times.
* Demonstrate an increase in product knowledge retention and application.
* Document and share knowledge learned with the Customer Support and wider Fraedom team to ensure team knowledge is continuously improving.
* Initiate and deliver process improvement initiatives.
* Participate in team handover meetings and use the proper communication channels to ensure effective collaboration.
* Professional development plan in place and on target
**Qualifications**
**Basic Qualifications**
2 years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
**Preferred Qualifications**
3+ years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
Proven performance in account management and/or project management especially in a SaaS environment.
Working in a professional FinTech environment. Previous experience working in a technical support environment.
Excellent verbal and written communication skills with high levels of attention to detail.
Strong incident management experience in a customer-facing environment.
High level of computer literacy.
Proactive approach to problem solving, analysis and software testing skills.
Understands technical support metrics and KPIs.
Can analyze reports, dashboards, and effectively manage ticket queues.
Bilingual in Spanish
ITIL qualifications and experience.
Working with Office 365 and CRM tools.
Experience working with teams across multiple time zones.
**Work Hours**
Incumbent must make themselves available during core business hours.
**Physical Requirements**
This position, in future, may be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, and reach with hands and arms.
*Universal acceptance for everyone, everywhere, is not only our brand promise, its the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.*
*By leveraging