Support Representative
Description
As a Level 1 Support Representative, you will be the first point of contact for Quavo’s clients, providing exceptional service and resolving routine issues related to our fraud and disputes solutions. You’ll play a key role in ensuring client satisfaction and maintaining compliance with industry regulations by delivering timely and accurate support.
Responsibilities Include:
- Client Support:
- Serve as the primary contact for client inquiries via email, chat, and phone.
- Assist clients with login issues, system navigation, and basic workflow questions.
- Provide accurate guidance on regulatory requirements, such as Reg E and Reg Z compliance basics.
- Issue Resolution:
- Diagnose and resolve common issues, including case creation, routing, and system alerts.
- Escalate complex or unresolved issues to Level 2 Support with detailed documentation.
- Documentation:
- Maintain detailed records of client interactions in the case management system (CMS).
- Identify patterns in client feedback and recommend improvements to internal processes.
- Collaboration:
- Work closely with the Account Manager team to address client concerns and escalate critical issues.
Required Skills and Qualifications
- Bachelor’s degree or equivalent experience in customer service, business, or a related field.
- 1+ year of experience in customer support, preferably in SaaS or financial services.
- Knowledge of fraud and disputes processes is a strong advantage.
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency in case management systems and basic troubleshooting tools.
- Bilingual preferred
- EST time zone preferred
Director of Infrastructure
Description
Are you passionate about leading infrastructure teams and ensuring the seamless operation of cutting-edge technologies? Would you thrive in a collaborative environment where you can shape the growth of a dynamic fintech company? If your answer is yes, let’s talk. Quavo, an innovative, trailblazing fintech company, is recruiting for a Director of Infrastructure.
In this role, you will lead the infrastructure team, assigning tasks, providing training, and conducting performance reviews. You’ll assess and recommend technologies to optimize infrastructure and collaborate with senior leadership to drive growth. You’ll create and maintain infrastructure procedures, oversee monitoring systems, and manage software patching and deployment. Ensuring the security of data, network access, and backups will be key, as well as assisting with budgeting and evaluating new technologies to support company growth. This is a full-time, permanent position with competitive pay, generous benefits, and is fully remote.
Requirements
Must Haves
- 5+ years of experience hosting client-facing SaaS applications in on-premise datacenter environments and public cloud
- 1+ years of recent experience with Amazon Web Services (AWS) infrastructure design and support; advanced knowledge of AWS infrastructure technology standards, guidelines, and tools
- Strong working knowledge of currently accepted information security standards, guidelines, and best practices
- Experience designing and implementing secure application hosting & enterprise solutions compliant with data security standards
- Advanced analytical, reporting, consulting, communication, and meeting facilitation skills
- Leadership style that empowers the team and gives them autonomy to succeed
- High school diploma
Nice-to-Haves
- Bachelor’s degree or equivalent experience
Benefits
- Competitive salary ($160k-210k) with bonus opportunities
- Comprehensive benefits including medical, dental, vision, short and long-term disability, life insurance, HSA, FSA, employee assistance programs, 401(k) with match, and unlimited PTO
- People-focused culture
- Remote schedule with lots of flexibility
