
2nd Line Support Professional
2 days ago
About Enfuce:
We are a leading global card issuer and payment processor that merges innovation, security, and expertise to create modular, cloud-based payment processing capabilities. We are one of Finland's most valuable scaleups, and we are the first financial service provider in the world to be PCI-DSS certified while running our service in the public cloud.
- We are focused on collaboration to efficiently provide customers with cutting-edge features – offering in-house experts and white labelled technology to help companies create scalable payment solutions with ease. Our approach supports debit, credit, prepaid, gift, fleet, and fuel card programmes in any form – for consumer, commercial, and B2B applications.
- We hold an Electronic Money Institution (EMI) licence from the Finnish FSA and from the UK's Financial Conduct Authority (FCA), enabling operations across Europe and the UK. Our PCI-DSS certified platform guarantees 99.999% uptime, global scalability, and card scheme connectivity, supporting various card programmes and integration with digital wallets.
- We have been recognized for our industry leadership with participation in industry recognitions like Visa Fintech Fast Track and Mastercard Lighthouse Development Program, as well as winning prestigious awards, such as the PayTech Award for Best Payments Solution and the FF Award for Mobile Payments.
- We are set to expand globally, shaping the future of payment solutions.
About The Role:
The Customer Support Specialist at Enfuce plays a key role in ensuring excellent customer experience by providing timely and effective support and consultation for our products and services.
- This position is responsible for handling customer inquiries, troubleshooting issues, and ensuring that customer needs are met efficiently.
- The Customer Support Specialist works closely with internal teams to improve processes, enhance service quality, and contribute to customer satisfaction and loyalty.
Key Responsibilities:
- Manage and resolve customer inquiries through the ticketing system, ensuring prompt responses and resolutions, adhering to agreed service level agreements (SLAs).
- Monthly reporting tasks such as dispute reporting, digital wallet reporting, and SLA reporting.
- Dispute case handling, reporting, and consultation in adherence to regulatory requirements.
- Train and consult for customers on self-service tools and effective tool usage.
- Continuously improve ways of working, leveraging AI, automating tasks, and developing self-service capabilities.
What You'll Need:
- 2+ years' experience in customer-facing roles within payments and/or high growth technology-driven startup environment.
- Excellent communication skills in English and Finnish, both written and spoken, with great collaboration skills.
- Growth mindset, curious to learn about card issuing and the payments industry.
- Honest and bold ambition, eager to grow with Enfuce in line with our values.
- Familiarity with ticketing systems (Jira Service Management) and a general technical aptitude for learning new systems and tools.
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