eToro is the world’s leading social trading network, providing millions of users from around the world with a one-stop-shop solution for their trading and investing needs. Since 2007, eToro has positioned itself as a Fintech leader, pioneering revolutionary practices such as social trading and machine-learning-powered investment products.
eToro’s award-winning trading and investing platform are at the forefront of Fintech technology. Our Research and Development department develops cutting-edge technologies, focusing on field-relevant areas, such as blockchain and artificial intelligence.
We promote an organizational culture that is both professional and fun.
What you’ll be doing :
Provide first-line support and technical expertise to troubleshoot, diagnose and resolve customer issues while maximizing customer satisfaction.
Respond to, resolve and document all incoming cases reported by End-users via Telephone, ticketing system, and other support channels as required.
Provide global internal support for the entire organization (Locally and Remotely)
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VoIP, etc
Manage users and permissions in Azure Active Directory, Active Directory, Intune , Google Apps, VPN, internal systems - files servers, Anti-Virus, Terminal Services, etc
Identify and escalate priority issues per Client specifications
Monitor customers for Incidents that require investigation, diagnosis, and resolution. Ensure incidents are correctly classified and updated on a regular basis. Work to customer SLA to ensure service is restored quickly to the end-user
Be on the lookout for trends occurring in the environment, and gather evidence and facts to raise these to the attention of the team, so the problem can be identified and resolved
and future recurring issues can be avoided
Extensive experience working with different operating systems including Windows and Mac OS.
Follow written procedures, share knowledge among the team and create new documentation for both technical and end-user roles
Stay current with the ongoing expansion and development of the company - be aware of system information, changes and updates
Strong technical abilities in many diverse technical fields, a basic understanding of Windows environment, Azure, Active Directory services, G-suite and Networking
Working knowledge of computer hardware and physical device interfaces, experience with managing systems on Virtual platforms
Ability to multi-task
Ability to work effectively in a team structure
Strong verbal and written communication skills (English)
Ensure your agents are meeting call volume standards along with other key performance indicators
Demonstrate a comprehensive understanding of multiple user-friendly Software Platforms
Build trust with your direct team of agents
Provide prompt, accurate, and friendly customer service, ensuring that customers are supported and valued.
Document and report on technical engineering tickets using JIRA
Maintain a strong work ethic with a total commitment to success every day.
What You’ll Bring
Strong customer focus—dedicated to meeting the expectations and requirements of customers and acts with customers in mind
Strong Leadership skills
Advanced troubleshooting skills
Critical Thinking skills/Big Picture Mindset
Remains calm under pressure and can think and react quickly, especially in times of distress for customers
Ability to work from home in a quiet, designated workspace