Service Desk Engineer

Service Desk Engineer

Job Highlights

• Global Opportunity in Fintech

• A real focus on our people

• Strong Career Development

• Phenomenal product

• Work for any MVSI office around the world!

Welcome to MVSI!

Meet MVSI, Managed Verification Services International. We are a dynamic team of 50 professionals, spread across more than 12 countries with offices in Australia, Malaysia, the United Kingdom, the USA, and the Philippines. Our innovative SaaS product is trusted by banks, fintechs, and crypto services worldwide to manage their AML/KYC Compliance requirements. We have always harnessed the power of cutting-edge technology and are currently exploring the exciting realm of LLM (think ChatGPT) to further elevate our offerings. Our company culture is built on a foundation of support and commitment to career development. We truly value our people and invite you to join us to experience all that we have to offer!

Your Role

We're on the hunt for a skilled Product Support/Helpdesk Specialist to join our dynamic team in helping customers with a complex and powerful SaaS product. This role promises more than just troubleshooting; it offers a diverse day-to-day experience and a chance to grow with us. Moreover, as a Tech Specialist & Customer Support Representative, you will enhance the backbone of our organisation, you will work closely with cross-functional & international teams to continually enhance our products and integrate customer feedback into our development process. Join us and be a part of our journey!

Key Responsibilities

• Provide technical & product support to our clients, troubleshooting and resolving issues related to our SaaS product.

• Assist in the preparation of user manuals, technical guides, and other relevant documentation.

• Work closely with the product development team to identify and resolve technical issues and ensure that the SaaS product is meeting customer needs.

• Replicate customer environments to diagnose and resolve complex issues.

• Ensure compliance with quality management standards, procedures & apply best practices.

• Keep track of customer inquiries and feedback related to technology and incorporate it into product development and improvement efforts.

• As part of your professional development, you will have the opportunity to learn about and contribute to various aspects of our product lifecycle.

Essential to have

• Previous experience in customer service roles, understanding and appreciating customer needs and concerns.

• Ready to learn and adapt in a fast-paced fintech environment.

• Excellent communication skills, professional and a key team player.

• Strong problem-solving skills and ability to troubleshoot technical issues independently.

• An understanding of working under SLAs/KPIs

Nice to have

• Previous experience in Web or App support is a plus, but not required.

• Basic understanding of computer hardware, software, and networking concepts.

• Familiarity with support desk applications.

Career Opportunities

• Fast-track career progression

• Management opportunity

• Opportunity for transition into delivery, development, or product management roles

• Exceptional career growth prospects

Next steps

If this sounds like you, and you want a great career opportunity, we would love to hear from you. Ready for immediate start, reach out with your CV's and we will be in touch!