Company Description
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.
Job Description
Description of the team
Plaid's suite of products empowers users to seamlessly link up with the applications of their choice. Our consumer support team works to support our consumers by acknowledging, informing, and empowering our consumers through every step of the linking, or unlinking process. Our consumer support team handles a wide spectrum of issues, spanning from technical queries to concerns regarding security and privacy. As the frontline interface between Plaid and our users, we ensure a smooth and reliable experience for all.
Description of the role- In this role you will:
● Triage all consumer tickets to prioritize the queue
● Diagnose the problem stated in the tickets
● Work cross-functionally to address the problem and communicate back to consumers.
● Provide cross functional feedback to partners to make the consumer experience better
● Work on projects with the team to improve internal and external processes
Responsibilities - You will be responsible for:
● Supporting consumers with their concerns in regards to connection errors, supporting consumer-facing new products, and communicating with consumers about their product feedback
● Logging and tracking consumer complaints
● Assisting team in maintaining macros, help center content, and consumer voice projects
● Working cross-functionally with partners to resolve consumer inquiries
Qualifications
Need to have
● 1+ years of support experience in a support role and the ability to exude a genuine interest and passion for Support
● Effective communication (written and verbal)
● Strong attention to detail
● Proficient at working remotely
● Critical thinking and problem solving skills
Nice to have
● Experience communicating technical issues to non-technical consumers
● Experience working with legal, compliance, and engineers, account managers, Account managers, and QA teams
