Who Can Apply
- Candidates must be legally authorized to work in Canada
Job Description
Customer Support Specialist
About the Role
We are seeking a Customer Support Specialist to join our growing support team. This role supports a suite of customer-facing financial technology products used by major U.S. and U.K. organizations. As the product portfolio continues to expand, you will play a key role in providing exceptional customer support across multiple solutions while serving as a liaison between customers, product teams, and developers.
This is a highly collaborative position that offers variety, exposure to multiple products, and the opportunity to work directly with customers to resolve issues and improve the overall client experience.
Responsibilities
Provide front-line support to customers via email, phone, and ticketing systems
Manage customer inquiries, incidents, and support cases from initial intake through resolution
Troubleshoot technical issues related to software and hardware products, including remote support sessions
Gather logs, diagnostics, and relevant information to assist with issue resolution
Work closely with development and product teams to communicate customer requirements and escalate complex issues
Support multiple products, including check scanning and payment processing solutions
Maintain accurate documentation of customer interactions and resolutions
Ensure timely communication and follow-up with customers throughout the support process
Collaborate with team members to identify trends, recurring issues, and opportunities for process improvement
Participate in a rotating shift schedule to support customers across U.S. and U.K. time zones
Required Qualifications
3+ years of experience in a Customer Support, Client Services, Technical Support, or Help Desk role
Strong customer-facing experience with the ability to communicate professionally and confidently with clients
Experience troubleshooting technical issues in a software, SaaS, technology, or financial services environment
Comfortable supporting users remotely and utilizing remote access tools
Strong understanding of Windows operating systems and basic technical troubleshooting
Experience collecting logs, identifying root causes, and documenting issues
Excellent written and verbal English communication skills
Ability to manage multiple priorities in a fast-paced environment
Self-motivated and comfortable working in a fully remote environment
Preferred Qualifications
Experience supporting FinTech, banking, payment, or financial services products
Experience supporting check imaging, check scanning, or payment processing solutions
Familiarity with ticketing systems and case management tools
Experience working cross-functionally with developers, QA teams, and product managers
What Makes Someone Successful
Exceptional communication skills
Strong problem-solving abilities
Comfortable navigating multiple products and learning new technologies
Proactive in following up with customers and internal teams
Collaborative team player who actively participates in a remote work environment
Ability to provide customer feedback and advocate for customer needs internally
Work Environment
Fully remote position
Support for customers primarily across the United States and United Kingdom
Rotating shift schedule within a 13-hour daily support window
Scheduled shifts are provided on a monthly basis and may periodically rotate to support business needs
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Required Qualifications
3+ years of experience in a Customer Support, Client Services, Technical Support, or Help Desk role
Strong customer-facing experience with the ability to communicate professionally and confidently with clients
Comfortable supporting users remotely and utilizing remote access tools
Strong understanding of Windows operating systems and basic technical troubleshooting
Experience collecting logs, identifying root causes, and documenting issues
Excellent written and verbal English communication skills
Ability to manage multiple priorities in a fast-paced environment
Self-motivated and comfortable working in a fully remote environment
Preferred Qualifications
Experience supporting FinTech, banking, payment, or financial services products
Experience supporting check imaging, check scanning, or payment processing solutions
Familiarity with ticketing systems and case management tools
What Makes Someone Successful
Exceptional communication skills
Strong problem-solving abilities
Comfortable navigating multiple products and learning new technologies
Proactive in following up with customers and internal teams
Collaborative team player who actively participates in a remote work environment
Ability to provide customer feedback and advocate for customer needs internally
Nice to Have Skills & Experience
technical background
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.