TPY Capital
TPY Capital

Technical Support Representative

UNIPaaS Payments Technologies

UNIPaaS Payments Technologies

IT, Customer Service
Tel Aviv-Yafo, Israel
Posted on Tuesday, June 6, 2023

Technical Support Representative

Full time | Tel Aviv, Israel
About the job

UNIPaaS is a global, cloud-based fintech platform designed to respond to the diverse payment needs of your growing businesses. We deliver secure, reliable and compliant ‘as a service’ solutions to scaling digital platforms and merchants.

We have designed an embedded payment stack, built from the ground up to facilitate complex multi-vendor models. Our solution gives platforms the ability to offer a seamless user experience, complete control and transparency, real-time insights and the strategic value of generating new growth engines by offering additional financial services.

As a Tech Support Representative at UNIPaaS, you will play a crucial role in ensuring the satisfaction and success of our customers. You will be responsible for providing exceptional customer service, handling technical inquiries (tickets), and resolving issues promptly and effectively. This position requires a strong blend of technical knowledge, problem-solving skills, and excellent communication abilities.

You will do
  • Act as the primary point of contact for customer inquiries and technical support requests, delivering prompt and professional responses via various channels (e.g., email, chat, phone)
  • Experience working with Ticketing inquiries from customers.
  • Provide product information, guidance, and troubleshooting assistance to customers, ensuring a positive and seamless experience throughout their journey.
  • Collaborate with cross-functional teams, including product development and sales, to address customer concerns and resolve complex technical issues.
  • Document customer interactions, inquiries, and resolutions accurately and thoroughly in the company's CRM (Hubspot) or support ticketing system.
  • Proactively identify opportunities to improve customer satisfaction and engagement, providing feedback to the relevant teams for product enhancements or process improvements.
  • Conduct regular check-ins with customers to ensure their needs are met, identify upsell or cross-sell opportunities, and drive customer retention.
  • Assist with onboarding new customers, including product setup, training, and knowledge transfer.
  • Stay up to date with product updates, industry trends, and best practices to provide accurate and timely support to customers.
  • Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles to empower customers and enhance self-service capabilities.
You will need
  • Bachelor's degree in a relevant field or equivalent work experience.
  • At least 2 years of proven experience in customer and Tech support, or a related role, preferably within the fintech or technology industry.
  • Strong technical aptitude and ability to understand complex software systems.
  • Knowledge in Hubspot integration
  • Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical users.
  • Exceptional problem-solving and analytical skills, with the ability to think quickly and find creative solutions.
  • Patience, empathy, and a customer-centric mindset to deliver outstanding support experiences.
  • Ability to work independently and collaboratively in a fast-paced, startup environment.
  • Familiarity with CRM systems, support ticketing systems, and other customer success tools.
  • Experience with financial software, banking systems, or payment platforms is a plus.
  • Fluency in additional languages is an advantage, especially if your startup serves a diverse customer base.
About UNIPaaS

An early stage, well-funded startup, founded by experts in the payments and fintech industry. UNIPaaS develops an innovative white-label, ‘Embedded Finance’ Solution for SaaS B2B platforms, which helps them to add Fintech services to their platform.

Our unique, disruptive approach to the fintech world positions UNIPaaS as a category leader in the space of Embedded Finance and B2B payments.

At UNIPaaS you’ll have the opportunity to have a major impact on the service level we are providing, solve complex challenges, and transform the way B2B platforms are handling their business financial aspects.