Customer Support Specialist

Octus

Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets.
For more information, visit: https://octus.com/

Working at Octus

Octus hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that's as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, pet-friendly offices (US only), and much more.

Role

Octus provides breaking news and market-moving intelligence along with cutting-edge technology and data for hedge funds, investment banks and law firms. We are changing the way that professionals access opaque or complex information, and we are always looking for bright minds to join our growing Customer Support team.

As a Customer Support Specialist, you will be responsible for providing exceptional service to our clients via email, phone, and chat. You will serve as the primary point of contact for account permissioning requests, inquiries, complaints, and technical support issues. You will be expected to provide timely and accurate responses to customer inquiries and work closely with other departments within the company to ensure customer satisfaction.

The Team – Customer Support

We are a small but growing team with ambitious and energetic individuals. The team has a very pro-active, can-do approach to work, and we expect any new joiner to have the same energy.

The Customer Support team regularly works in collaboration with other teams such as Tech, Product Operations, Customer Success, Account Management and Editorial. You will get a lot of exposure and insight into how the company functions on a day-to-day basis.

Key Responsibilities:

• The person hired for this role will be responsible for providing support to our client for our FinDox platform offerings.
• Respond to customer inquiries via email and phone in a professional and timely manner. Ensure customer satisfaction by providing prompt and accurate responses to customer inquiries and complaints.
• The expectations from the incumbent will include managing tight deadlines, fast turnaround on requests and high stakeholder engagement.
• Provide technical support to customers with regards to our products and services.
• Perform and respond to regular audits based on internal reporting for data maintenance.
• Maintain accurate and up-to-date customer information in our database.
• Perform other related duties as assigned.

Requirements:

• Bachelor's degree in Business, Finance, Marketing, or a related field.
• At least 2 years of experience in customer service or a related field.
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills and ability to multitask in a fast-paced environment.
• Experience in using customer relationship management (CRM) software is a plus.
• Experience working in a call center or BPO environment would be beneficial.
• Willingness to work US hours. (Could be EST or PST)

Holidays:

Octus has a comprehensive time-off policy globally and you will be following your local calendar for National Holidays.

Based on your preferences and the overall business needs of your role, you can also swap your national holidays with another day of your choosing.

Equal Employment Opportunity

Octus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed.