Member Experience Operations Officer

Context Of The Role

Thunes has seen incredible growth in the past few years, bringing on many customers around the globe. It is important that we continue bringing on board new customers but just as importantly we need to ensure that our current customers are happy and are being retained. This is where you, the Member Experience Officer comes in.

Key Role Responsibilities

• Provide Level 1 technical support via phone and/or email for online payment accounts for our high-value clients in a 24/7 environment.
• Assist with product or application related inquiries.
• Provide technical support to customers on operational or maintenance aspects of system equipment by:
  • Diagnosing hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
  • Helping to identify and initiate corrective action by determining the most cost effective solution
• Repair/resolution to minimize customer downtime
• Redirect/escalate issues to appropriate resources for high profile customer issues.
• Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled appro