Customer Support Analyst L1 (Bilingual: Spanish-English)

OKTO's continuous growth demands high-caliber candidates, who can demonstrate professionalism, passion, and creativity. For those who come on board, we offer significant career advancement, challenges, and a runway for growth. OKTO powers digital payments for every entertainment, leisure, and gaming environment. Our unified payment platform combines secure, real-world transactions with the most powerful payment technology to create immersive payment experiences for both merchants and their users. Since 2019, OKTO has been improving payment interactions for online and retail gaming and introducing frictionless payments with its local knowledge, sector expertise, and international capabilities. The expanding business now employs over 200 payment experts, gaming insiders, and software engineers, serving some of the most exciting international markets including Brazil, Romania, Italy, Greece, Germany, the UK, and Spain. What You'll Do Client Support: Manage and resolve support requests, ensuring our B2B and B2C clients feel heard and promptly assisted. Customer-Centered Approach: A deep dedication to supporting customers and prioritizing their satisfaction through attentive, empathetic communication that leaves a lasting positive impact. Incident Management: Prioritize and manage support tickets effectively, escalating complex issues to higher-level technical teams when necessary. System Monitoring: Monitor system performance to proactively identify and address potential issues before they impact users. Cross-Team Collaboration: Work closely with Tech, FinOps, and other internal teams to resolve issues efficiently, fostering a culture of teamwork. Collect and Share Feedback: Gather insights from customer interactions and provide valuable feedback to management to drive continuous improvement in processes and services. Requirements Strong Communication Skills: Fluency in English and Spanish is essential, with excellent verbal and written communication skills to effectively convey technical concepts to international clients. Proficiency in Portuguese is also highly desirable. Years of Experience: At least 3 years of experience in customer service. Technical Knowledge: Willingness to learn about the systems and tools used in the role, with a practical approach to troubleshooting. Ability to Clarify Complex Issues: Skill in explaining complex information in simple and actionable terms, helping customers feel confident. Attention to Detail: An organized and detail-oriented approach to work, with accurate documentation of issues. Proactive and Collaborative Profile: Ability to work as part of a team, with flexibility and enthusiasm for learning and growing. Independent Problem Solver: Self-motivated with the initiative to tackle challenges head-on and provide effective solutions. Shift Availability: Willingness to work rotating shifts 6 hours per day, including weekends. Preferred Qualifications Education: A degree in Information Technology, Computer Science, or a related field is considered a plus. Experience: Relevant experience in technical support, IT helpdesk, or related roles, especially in fintech environments, is highly valued. Benefits Competitive remuneration according to your experience. Opportunity to work in a fast-paced company. Food voucher. Health insurance. Life insurance. Seniority level Mid-Senior level Employment type Contract Job function Other Industries: IT Services and IT Consulting J-18808-Ljbffr

Location: Brasil, BR

Posted Date: 4/25/2025