Customer Support Specialist

About This Role

Join Unit21 as a Customer Support Specialist and drive value across our customer base by engaging with customers through ticket communication, troubleshooting, and providing technical support for our AI-powered financial crime detection platform.

Responsibilities

• Serve as the front line for incoming customer support tickets and manage your own ticket queue
• Comprehensively understand customer problems, needs, and priorities to deliver the best customer experience
• Gain a comprehensive understanding of the Unit21 platform to provide first-level resolution when possible
• Prioritize assigned tickets based on severity
• Review inquiries to troubleshoot and determine root cause, including detection models, alerts, and case management issues
• Identify bugs or feature requests and investigate operational workflow and file upload/download issues
• Provide best practices on detection models to reduce false positive alerts and processing time
• Share and escalate requests to other internal teams, such as Customer Success, Product, and Engineering
• Work to maintain Customer Support SLAs

Requirements

• 2+ years of experience in customer facing roles (client services, technical support)
• Ability to communicate complex technical problems in a human tone and customer friendly language
• Strong interpersonal skills to function in a team environment and build customer relationships
• Generalist technical background with demonstrated technical aptitude and problem-solving skills
• Excellent verbal and written communication skills
• Sense of curiosity to understand evolving offerings and customer requirements

Qualifications

• Bachelor’s degree or equivalent work experience
• 2+ years of experience in customer facing roles, including client services and technical support

Nice to Have

• Experience with ticketing systems: Zendesk, Shortcut
• Fintech experience
• Experience with SQL and Database Concepts

Skills

* Required skills

Benefits