Technical Support Specialist

MANILA, PHILIPPINES, 1000

WHO WE ARE

Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and Webull, and more than 20 million of our clients' customers.

Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. As a global organization, we have offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila.

If you are seeking a fast-paced and entrepreneurial environment where you'll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you.

AFS has received a number of prestigious industry awards, including:

• 2021, 2020, 2019, and 2018 Best Wealth Management Company - presented by Fintech Breakthrough Awards
• 2021 Most Innovative Companies - presented by Fast Company
• 2021 Best API & Best Trading Technology - presented by Global Fintech Awards

ABOUT THIS ROLE

Job Summary:

Apex is seeking a dedicated Technical Support Specialist to join our client services team, providing essential technical support for our proprietary products and services, including APIs, user interfaces, and data feeds. This role is crucial for ensuring client and vendor satisfaction through effective issue resolution and proactive service management. The ideal candidate will thrive in a fast-paced environment and demonstrate a strong technical aptitude across various technologies.

Key Responsibilities:

• Issue Triage and Resolution: Efficiently triage incoming reports or inquiries from clients and vendors across supported communication mediums. Ensure quick response and effective resolution of issues to enhance client experience.
• Service Level Management: Maintain internal Service Level Objectives (SLOs) for response times and resolution of tickets, adhering to both internal and external Service Level Agreements (SLAs).
• Documentation and Process Improvement: Keep runbooks and knowledge bases (KBs) up-to-date. Propose and implement improvements, updates, and necessary changes to documentation and processes based on trend analysis and operational needs.
• Tooling and Resources: Assist in identifying and advocating for tools and resources needed for optimal troubleshooting and support.
• Reporting and Analytics: Document and report key service metrics to leadership. Identify trends and areas of improvement to reduce escalations and the frequency and severity of incidents.
• Proactive Incident Management: Take proactive and decisive actions to prevent potential incidents and manage unexpected issues effectively.

Education and Experience:

• Bachelor's Degree in a numerate or science-focused field such as Mathematics, Physics, Engineering, or Computer Science; or an equivalent qualification like HNC with substantial experience.
• Previous experience in a technical support role, preferably supporting software products or services in a technology-driven environment.
• undefined

Preferred Qualifications:

• Technical Skills:
  
  Proficiency in operating systems such as Linux and Windows.
  
  Basic understanding of networking principles.
  
  Some scripting experience.
  
  Exposure to database technologies, both MSSQL and NoSQL.
• Certifications: Industry certifications in IT support, network administration, or system management are desirable.

Knowledge, Skills, and Abilities:

• Technical Proficiency: Strong understanding of technical concepts with the ability to troubleshoot complex issues effectively.
• Communication Skills: Excellent verbal and written communication skills, capable of explaining technical details to a non-technical audience and interacting professionally with clients and vendors.
• Analytical Abilities: Strong problem-solving skills, with an ability to analyze data, identify patterns, and make informed recommendations.
• Adaptability: Highly adaptable to new technologies and changing business needs. Comfortable with navigating ambiguity and evolving processes.
• Team Collaboration: Ability to work effectively in a team environment, supporting colleagues and collaborating on projects and initiatives.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Rewards

We offer a robust package of employee perks and benefits, including a market-leading salary with an annual bonus, 20 days of vacation leave plus regular and special non-working holidays, and a training and development budget. Our benefits also cover private health insurance for medical and dental, as well as life insurance. We emphasize work-life balance with flexible working hours, parental leave, a modern city center office, and a hybrid work schedule that allows for greater flexibility by partially working from home. Additional perks include monthly team lunch-outs, unlimited drinks and snacks, and company recognition & rewards.

EEO Statement

Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability Statement

Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.