Client Support Specialist

WHO WE ARE
At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.

Our Ambition: To build the world’s most disruptive payment network and redefine what the payment experience should feel like.

Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that’s transforming the way the world pays.

About the team:
The Merchant Operations team is responsible for clarifying, solving and escalating customer (merchant) and end-user queries or problems. We are responsible for supporting the internal, external, and third-party customers we use for processing.

What you will do: :
The primary responsibility of the Client Support is to troubleshoot, escalate, and resolve client and customer questions or issues. You will be responsible for supporting existing clients, end users of our clients, and third parties we use for processing. Specific duties include:

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Omni-Channel: Supporting customers across channel types - email, chat/messaging, and phone (video in the future).

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Trouble-shooting: Using a systematic approach to isolating, understanding, and solving complex problems.

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Educate: Helping our customers maximize the benefits of using Trustly products & services.

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Ownership: Owning a customer issue end-to-end, engaging others inside and outside of the organization to ensure timely resolution, including post-contact as required.

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Technical: Answering questions related to our implementations at enterprise merchants (APIs, UI, Transaction inquiries, etc),

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Business/Financial: Answering questions related to financial and payment transactions which include payment status, payment declines, transaction inquiries, and collections inquiries and will change as the business evolves.

Who you are: :
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Solid experience in a customer support or operations role.

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Empathy, passion, and obsession for helping customers.

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Strong written and verbal skills, with experience supporting customers on email/chat as well as on the phone.

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Excellent English skills (written and verbal).

Plus, ideally:

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Previous knowledge of Salesforce Service/CRM.

Check out our Glassdoor or our Brazil Life page on LinkedIn for more details about Brazil, our culture, and much more.

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.