Please note that as this is a remote based position, we are open to applications from candidates based throughout South Africa. LayUp is an African technology company that is here to unlock the economy. We’re looking for an experienced mid-level customer support agent who is familiar with the technical support requirements within the financial services industry.Key responsibilities: Provide first line support and LayUp back-office services for customers and merchants; maintain and demonstrate a comprehensive understanding of all aspects of LayUp; provide contextual, accurate, professional and timely responses to escalated customer and merchant queries via Freshdesk, Freshchat, telephone and other channels; documentation of support processes and best practice; prioritise support team tasks; provide input to management on training and resource planning; assess client satisfaction levels; accurately and clearly record time spent servicing clients against relevant Freshworks cases; maintain relevant information and critical client correspondence; follow support processes and best practice; escalate queries and opportunities as appropriate; primary liaison with Support Manager regarding escalated requests to Dev team.Background: At least 3 years of experience as a customer support agent in financial services; high school diploma (tertiary desirable); fluent with Office 365, GSuite; Freshdesk/Freshworks or similar ticketing system experience. General experience: Experience within the payments industry (highly desired); working with SME and/or large Enterprise Clients; ability to prioritise in a fast-paced environment; excellent written and verbal communication; fully bilingual (African language beneficial).