Core Banking Support Specialist
About Oradian
At Oradian, we are passionate about enabling banks and fintechs to scale through technology.
We partner with financial institutions, such as fintechs and neobanks as well as Microfinance Institutions, in South East Asia and Africa to deliver highly efficient financial services.
Our solution is a flexible SaaS core banking platform serving 10 million clients across the globe. We support more than 50 enterprise customers across 12 countries, and we always strive to find new ways to support our customers’ growth.
We love what we do, so a positive attitude and passion for our mission are essentials for our team! If you are an individual who thrives on finding innovative solutions to meet the toughest of challenges, and who is eager to get your hands dirty – look no further.
The Position
As a Core Banking Support Specialist you will be responsible for providing exceptional technical and functional support to our customers (Neobanks and MFIs) alongside an existing team of three Support Specialists. The rest of the team is based and serving customers in the Philippines and you would be primarily serving our customers in sub-Saharan Africa, predominantly in Nigeria.
This is a remote position and we are open to applications from candidates who are willing and reliably able to work standard CET working hours.
Reporting to the Head of Customer Success you will work closely with other teams including Customer Success Management, Implementation, Product and Tech.
Important attributes for this position are customer orientation, analytical skills, strong communication skills and the ability to work well across functions in a remote environment. We appreciate colleagues who challenge us and proactively contribute to ongoing improvements in the way we deliver our services.
Responsibilities:
- Support our customers in maximizing value from our software by responding to queries on product configuration, reporting, integrations and more.
- Support the Head of Customer Success in defining and reporting on performance standards, including relevant SLAs and general best practice ticket handling.
- Collaborate with internal teams to improve support-related processes, particularly second line internal technical support upon which the Support team relies.
- Stay up to date on any product updates.
- Contribute to our documentation on support team procedures, including technical guides and training materials.
Qualifications:
- 3+ years of experience in technical support or customer service roles within the banking or fintech industry, specifically in B2B (business-to-business) environments, with a focus on core banking software or payment solutions.
- Understanding of APIs, payments integrations, and technical support best practices.
- Accounting knowledge would be a plus.
- Experience with customer support software and tools (ideally Zendesk), including their configuration to support management of SLAs and KPIs.
- Driven to continuously improve standards.
- Strong analytical and problem-solving skills.
- Ability to manage multiple priorities and work in a fast-paced environment.
- Excellent communication, interpersonal, and customer service skills.
- Empathy and a demonstrated ability to work well across functions, ideally with some experience in a remote set-up.
- Excellent level of English.
- Expertise in Excel.
Location (Europe, Remote):
This role can be located anywhere in or adjacent to the CET timezone. Occasional (minimum once a quarter) travel required to the Croatia head office and/or Manila.
*Please note that if you are based outside locations where Oradian owns a Legal Entity we will consider hiring via an Employer of Record.
What We Can Offer:
- Competitive compensation
- Flexibility around working location, anywhere in Europe works well
- Opportunity to work with a global team and customers
- Work with a successful, globally-applied SaaS business model
Oradian promotes an inclusive and diverse environment. Please pay attention to the following, so we can properly review your application:
- That the information you entered is in English
- That your e-mail address is spelled correctly.
We aim to get back to all candidates as soon as possible. Thank you!