Customer Support Analyst at Multigate Payments Limited
Multigate is a financial technology company focused on providing solutions that cut across payments acquisition, processing, and remittance as well as treasury and cash management for domestic and international corporates.
The ideal candidate is customer-centric, analytical, and thrives in a fast-paced fintech environment where precision, accountability, and proactive communication are critical to success.
Mission for this Role
To deliver timely, accurate, and high-quality support to internal and external clients by resolving issues efficiently, coordinating cross-functional stakeholders, and contributing to continuous service improvement across all Multigate solutions.
Key Outcomes
Service Delivery Excellence: Maintain agreed SLA compliance on ticket response and resolution timelines
Issue Resolution Effectiveness: Resolve the majority of assigned tickets within agreed turnaround times while minimizing repeat incidents
Cross-Functional Coordination: Ensure seamless collaboration between Support, Solutions Delivery, Product, Compliance, and Engineering teams to resolve client issues
Client Satisfaction: Maintain high CSAT performance through clear communication, professionalism, and solution-oriented engagement
Operational Accuracy: Ensure complete documentation of cases, root causes, and resolutions within CRM and ticketing systems
Process Improvement Contribution: Identify recurring issue patterns and recommend workflow or product improvements
Competencies (Must-Have Skills & Behaviors)
Customer-Centric Mindset – Strong commitment to delivering reliable, empathetic, and professional client support
Problem-Solving & Analytical Thinking – Ability to investigate issues, identify root causes, and follow through to resolution
Structured Case Management – Skilled at managing multiple tickets while maintaining SLA discipline and documentation accuracy
Technical Fluency – Basic understanding of APIs, payment flows, reconciliation processes, and system integrations within fintech environments
Clear Communication – Ability to communicate technical and non-technical information clearly to clients and internal stakeholders
Execution Discipline – Strong follow-through, time management, and prioritization skills in a fast-paced environment
Cultural Alignment (Values Fit)
Customer Obsession – Prioritizes client trust and long-term satisfaction
Excellence in Action – Maintains high standards of responsiveness and accuracy
Agility & Innovation – Adapts quickly to evolving products and regulatory environments
Trust & Accountability – Takes ownership of assigned cases through to resolution
Collaboration & Ownership – Works effectively across teams to remove blockers and
Requirements
3-5 years of experience in customer support within fintech, payments, banking, SaaS, or financial services
Proven experience handling technical and non-technical support cases in a structured environment
Familiarity with treasury, cross-border payments, correspondent banking, or cash management solutions is an advantage
Experience using CRM and ticketing platforms (e.g., Zendesk, Intercom, Freshdesk)
Ability to work cross-functionally with Product, Engineering, Compliance, and Operations teams
Bachelor's degree in Business, Finance, Information Technology, or a related field
Key Metrics to Track
SLA compliance rate (%)
Average First Response Time (FRT)
Average Resolution Time (ART)
Ticket backlog levels
Repeat incident rate
Customer Satisfaction Score (CSAT)
Escalation frequency and resolution timelines