Client Technical Support Tier 1 Support Specialist

Galileo Financial Technologiesis seeking a dedicated Client Technical Support Tier 1 Support Specialist to join our team in Sandy, Utah. In this pivotal role, you will serve as the first point of contact for our business partners and clients, providing essential technical assistance to ensure smooth operations and positive user experiences. Your primary focus will be on resolving a wide range of technical issues efficiently and effectively, adhering strictly to established Standard Operating Procedures (SOPs) and leveraging comprehensive technical documentation to diagnose and resolve problems.

About the Role

This is a critical support position within our client services organization. You will be responsible for managing incoming technical support requests, prioritizing them based on severity and impact, and working diligently to restore service and functionality for our valued business partners and clients. Success in this role requires a strong commitment to customer satisfaction, meticulous attention to detail, and the ability to communicate complex technical information clearly and concisely to non-technical users.

Key Responsibilities

• Provide prompt and professional Tier 1 technical support via phone, email, or remote assistance to resolve client and partner technical issues.
• Diagnose and troubleshoot a variety of technical problems related to our financial technology platforms and services.
• Follow established Standard Operating Procedures (SOPs) and utilize comprehensive technical documentation to guide resolution processes.
• Document all support interactions, resolutions, and follow-up actions accurately and thoroughly in the ticketing system.
• Collaborate effectively with internal teams (e.g., engineering, product) to escalate complex issues and facilitate timely resolutions.
• Maintain a high level of professionalism and empathy while interacting with clients and partners, ensuring positive engagement.

Requirements

• Proven experience in a technical support role, preferably within a B2B environment or financial services sector.
• Demonstrated ability to resolve technical issues following established SOPs and utilizing available documentation.
• Strong problem-solving skills and the ability to think logically to identify root causes of technical problems.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical audiences.
• High attention to detail and a commitment to accuracy in all support activities.
• Ability to work effectively in a fast-paced, team-oriented environment and manage multiple priorities simultaneously.
• Basic understanding of financial technology concepts or related technical fields is beneficial.