The Spring by Citi (Digital Consumer Payment) product enables digital commerce for clients. Under this umbrella, we offer institutional merchants the ability to collect from a wide range of payment methods including cards, e-wallets, and new and innovative bank transfers. In turn, their consumers have access to a wide variety of payment methods of their choice.

Spring by Citi Service Agent supports institutional merchants in their day-to-day activities and ensures a seamless client experience. In collaboration with similar teams in Europe and Asia, this U.S.-based team will enable a global 24x7 “follow-the-sun” coverage model. The analyst will develop an in-depth specialty knowledge of the product and be able to communicate professionally and diplomatically with clients and internal partners. The ideal candidate would have a strong service and support background with an emphasis in e-commerce.

Responsibilities:

• Provide phone, email, and Help Desk support for multiple digital payment applications, including in-depth troubleshooting with institutional clients
• Diagnose problem types, properly assign priority and initiate next steps including escalation to next level of support or management when applicable
• Open, manage and own cases end to end providing client with timely, accurate, and professional updates and resolutions
• Proactively notify clients of issues identified by internal sources
• Identify client training needs and coordinate accordingly
• Identify escalation needs based upon criticality of user inquiry and client’s unique needs
• Ensure timely status updates and resolution of inquiries by monitoring pending ticket queues and Service Level Agreements (SLAs), and chasing appropriate parties to provide updates
• Present information in ways to make complex, technical concepts clear and understandable to end-users
• Maintain or exceed key performance identifiers at or above published expectations
• Remain up-to-date with product knowledge around new functionality and releases on supported product and follow established procedures
• Flexibility with schedule to ensure all service level agreements are met for providing 24/7/365 coverage; local site requires 7 day/365 day coverage typically in the ~9am – 7pm CET range, but hours may vary as we evolve our global support model
• Support the training and development of other team members and drive positive change to improve the client’s experience
• Build strong relationships with local and global teammates, Operations, Product, Technology, Client Service and other regional and global teams to facilitate timely resolution of issues
• Support senior team members during stretch assignments

Qualifications:

• 3+ years relevant experience in client-facing technology or application support or client service
• 1-3 years relevant experience in e-commerce or digital payment products
• Ability to troubleshoot technical issues with an aptitude for utilizing applications, reporting tools and systems
• Ability to analyze potential issues, document relevant details and escalate to appropriate next steps
• Demonstrated ability to appropriately respond under pressure and effectively multi-task in a fast paced environment
• Excellent written and verbal communication skills to interact with both external clients and internal partners at all levels via email, phone, and/or chat applications
• High attention to detail with excellent organizational, time management and prioritization skills
• Ability to present technical/analytical information to both non-technical and technical audiences
• Superior analytical abilities and innovative thinking skills
• A demonstrated history of strong interpersonal skills and positive peer engagement in a diverse environment
• Proficient in desktop and presentation software applications (i.e. Microsoft Office)
• Ability to communicate professionally in German and/or French is a plus

Education:

• Bachelors/University degree or equivalent experience