The Tier2 and Partner Support role is a critical function at Rev for providing our front-line agents and Contact Center management team with technical support. It is a combination of both technical expertise and the highest quality of customer service. The individual in this role will balance workloads between very different types of tasks and must be adept at self-managing, time management, project management, and have the ability to work long hours during planned IT roll-outs, new product launches, and during unplanned outages. The ability to travel and obtain a visa for different countries throughout the world is also needed in this role.
Provide information and support to partners and outsourced call centers via phone and email (Zendesk) – reactive inbound and proactive outbound
Support multiple customers' Network/Server operation, troubleshooting and maintenance
Research and resolve complaints to ensure partner and outsourced center retention and satisfaction
Diagnose and escalate technical issues and provide after-hours support as needed
Manage some project work such as partner location and user setup and access controls
Respond to partner and outsourced call center management support requests including user creation, password reset, light user training and other support as needed
TCP/IP trouble shooting
Assist in main inbound call queues as business needs dictate
Support and advise main floor agents and assist in training and development
Create and follow tickets for system upgrades/change requests
Load and make adjustments to funds in CRM to support other employees and partners
Preferred Bachelor's degree in Computer Science or related field or 3 years experience in related function
Familiarity with ssh, telnet, ssl, ftp, http/s
Hands on Linux experience (Highly preferred)
High proficiency with Microsoft Office
Familiarity with use of ticketing systems
Strong written and spoken communication skills in English with preference for Spanish and/or Portuguese
Ability to provide strong customer service and diffuse escalations
Rêv Worldwide (Rêv) is a US-headquartered company wholly owned by MPOWER Ventures, LP, a socially committed venture fund that invests in innovative financial service companies benefitting the underserved. Rêv is dedicated to increasing both the diversity and reach of financial products and services for underserved consumers worldwide.
Rêv is a global network of payment companies linked through a centralized technology platform that powers integrated payment solutions, including card payments, money transfers, mobile payments, bill payments, and remittances. This is the world's first multi-currency, multi-lingual financial service processing platform linking banks, telecommunication companies, and retail stores to underserved consumers worldwide.
In addition, Rêv has built the largest global branchless banking network of retail partners through which it connects directly to consumers, expecting to reach tens of millions of clients in the coming years through active programs. In more developed countries, this network includes large grocery chains, mobile phone stores, government agencies, and other merchants. In less developed countries, Rêv partners with "mom and pop" grocery and convenience stores, distributor networks, vendor kiosks, and "micro merchants" to connect customers to the payment platform.