Client Support Specialist
Costa Rica
Research – Research /
Contractor /
Remote
Tegus is the leading market intelligence platform for key decision makers. We power some of the world’s most well-respected institutional investors, corporations, and consultancies through the largest and most comprehensive database of primary and market information. Our products and services enable clients to discover unmatched insights and answers to the most challenging questions they face to help them make better informed decisions.
The Client Support Specialist plays a critical role in our organization's customer experience. We are a small but agile team that takes pride in working with our clients and creatively solving their support requests. You are our customers’ first point of contact when they are seeking assistance accessing their service subscription and you ensure their requests and recommendations are completed in a timely and friendly manner. Your primary focus will be to take ownership of their time-sensitive access issues until they are resolved, and you will work closely with our product and engineering team to resolve tickets, and escalate any issues to the appropriate department heads. You are a consummate professional who is client-focused and is ready to adapt, learn, and develop in a fast-paced Fintech company. The role is an exciting opportunity and involves many skills, ranging from researching to proactive problem-solving. Our ideal candidate has a passion for client support operations and a desire to deeply understand the complex challenges that our Client Support teams face.
*This role will include overnight and weekend shifts to support our 24/7 support model.
Responsibilities
- Act as the primary point of contact and problem solver for our customers regarding subscriptions, services, and applications
- Respond appropriately and timely to inquiries from internal and external clients to meet the department SLAs
- Act as a liaison between our customers and Tegus
- Collect, research/analyze, and communicate solutions to our customers and a wide range of stakeholders
- Participate in continuous business improvement initiatives to improve the Tegus Client Support operations
- Deliver exceptional client support metrics (KPIs) and high-quality customer experience (CSAT)
Qualifications
- A minimum of 1-2 years experience providing world-class customer experience required.
- Experience working in financial services and capital markets an asset
- Knowledge of B2B SaaS environments an asset
- Strong communication and relationship management skills with internal stakeholders and customers
- Strong attention to detail and follow-through
- Strong computer skills, particularly with Google and Microsoft Office suites
- Ability to balance multiple priorities while maintaining high client satisfaction
- Ability to thrive in a fast-paced, team-oriented, and rapid-growth environment
- Ability to assess and prioritize workload with a strong sense of urgency to answer client requests
- Fluency in English (written and verbal) required
- This role will include overnight and weekend shifts to support our 24/7 support model
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Tegus we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Tegus is unable to sponsor or take over sponsorship of employment visas at this time.
Tegus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. In addition to federal law requirements, Tegus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Tegus expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.
