Product Support Specialist, Circit

• Bachelor’s degree in a STEM or Business-related field
• 1-3 years experience in a technical / customer support role
• An eye for solving problems and continuous improvement
• Excellent communication and collaboration abilities
• Demonstrable multitasking and time management skills

Desirable

• As a Product Support Specialist at Circit, you will be operating in a business-critical role to support a key product powered by Open Banking APIs and Banking integrations
• You will assist in triaging and prioritizing issues as they arrive from customers, in addition to proactively monitoring our service to ensure we deliver a world-class service
• You will operate closely with multiple teams in the business, ensuring workflows are efficient and up to date as the product evolves, and assist in ensuring a high-quality product is delivered from start to end
• Have a deep understanding of the product’s flow and potential pain points for customers and users
• Support customers and users with authorization flows and where applicable ensure documentation made available to users is accurate and up to date
• Troubleshooting and categorizing inbound technical issues and proactively monitoring the product, raising issues to the product team where required
• Liaise directly with banks where external investigation and/or resolution is required directly with the provider
• Prioritize issues and ensure timely and professional communication with customers until a ticket’s resolution
• Ensure details of issues and their progression are recorded on ticketing systems where required
• Take ownership of end-to-end processes and look to evolve and enhance them as the product scales and evolves over time
• Work closely with support, customer success and product teams
• Regularly report key metrics relating to support, trends and any other relevant updates to business stakeholders to help drive product development and ensure quality throughout