Multigate is a treasury, cash management and cross-border payment infrastructure company that delivers secure and innovative digital solutions to address complex financial needs. Founded in 2017, Multigate’s vision is to advance Africa’s economy by enabling seamless and instant transactions for organizations in African markets trading regionally and globally. With its headquarters in Switzerland, the organization has operational bases in the United Kingdom, Canada, and Nigeria.
The Client Support Role entails the provision of support to internal and external clients across all the solutions provided by Multigate, relating to both technical and non-technical issues. It involves liaising with other internal teams to ensure external client issues are fully resolved in a timely manner.
Duties/Responsibilities
- Have an in-depth understanding of all the solutions provided by Multigate.
- Provide support to Multigate’s clients by managing and resolving issues (technical and non-technical) they may encounter in the course of using our solutions.
- Liaise with all concerned parties in the service delivery chain to ensure all clients’ needs and raised issues are adequately resolved.
- Communicate product feature suggestions and updates based on interaction with the clients to the relevant product managers for planning, design and development.
- Ensure proficiency and effectiveness in the day to day operations of all Multigate’s solutions.
- Ensure proper onboarding and administration of new clients on Multigate’s solutions.
- Assist with special projects as assigned by your line manager.
- Be flexible to take up new additional responsibilities as directed by the line manager or divisional head.
Requirements
- Customer service skills: Customer-centric mindset with a passion for helping others.
- Effective communication skills, both verbal and written.
- High level of empathy, patience, and professionalism.
- Strong problem solving and analytical skills
- Attention to detail and accuracy
- Ability to work independently and as part of a team in a fast-paced environment.
- Proficiency in using CRM software and support tools (e.g., intercom, Zendesk).
- Ability to manage multiple tasks and prioritize effectively.
- Project management skills
Education and Experience
- Bachelor’s degree in Business, Finance, Information Technology, or a related field
- Minimum of 3 and maximum of 6 years working experience.
- Proven experience in customer support, preferably in the fintech or financial services industry.
- Familiarity with fintech products, treasury, crossborder payment, cash management and correspondent banking is an advantage.
Benefits
- Career development/Opportunities
- Office perks
- Working with amazing talents
- Role Autonomy
