Customer Services Module Lead-Service Support
Core
Lead service support operations by managing incident resolution, analyzing technical issues, and maintaining customer relationships for a global fintech platform.
Role type
Senior IC Service Support Lead
Builds
Incident resolution workflows and customer support processes for banking and financial services clients
Domain
Financial Technology (Fintech)
Deliverable
client delivery
Required skills
Incident management, ITSM tools, data analysis, process improvement, stakeholder communication, documentation, shift work adaptability
Preferred skills
ITIL V3/V4 certification, Power BI, Microsoft Office (Outlook, Word, Excel), cross-functional collaboration
Technologies
ITSM tools, Power BI, Microsoft Office
Responsibilities
Receive and log incident reports, analyze and resolve technical issues, escalate incidents, provide customer support, prepare documentation for incidents and resolutions, collaborate with technical teams, identify process improvement opportunities, build and maintain customer relationships
Seniority
Senior, hands-on IC
