Client Support Specialist

SocialTech a fintech company building inclusive digital solutions in Uzbekistan. Our flagship product is a mobile app that simplifies how citizens access government social benefits, make payments, and manage their finances.

Role Purpose

The 2nd Level Call Centre Support Specialist ensures timely resolution of complex client issues that cannot be solved at the first line. The role requires strong analytical skills, knowledge of banking products, payment processes, and ability to interact with internal departments and external partners. A key part of the role involves working closely with partner banks to investigate errors, resolve issues related to payments, and ensure smooth coordination between all stakeholders. The specialist plays a vital role in maintaining customer satisfaction, trust, and operational stability of the Baraka app.

Key Responsibilities

- Handle escalated client issues from 1st Level Support.
- Perform initial analysis of problems and determine if related to coding/App or banking/payment issues.
- Coordinate with the Tech Team for coding and application-related issues.
- Liaise with designated staff at partner banks for payment-related issues.
- Ensure timely follow-up and closure of escalated tickets.
- Provide detailed documentation of resolutions in Inson.Ihma.
- Support 1st Level team with accurate explanations for client communication.
- Recommend preventive measures to reduce recurring issues.

Key Skills & Qualifications

- Strong understanding of payments, banking processes, and card operations.
- Ability to review technical details, with basic coding knowledge to identify root causes.
- Excellent communication and coordination skills with both internal and external stakeholders.
- Analytical mindset with problem-solving abilities.
- Experience working with call centre processes and CRM/ticketing systems.
- Bachelor’s degree in IT, Finance, or related field preferred.