Job Responsibilities 
* Receiving and reading incoming text inquiries from customers via the electronic support platform (such as the messaging interface in the app or internal system).
* Providing immediate and direct responses to customer inquiries using a clear and professional tone.
* Analyzing the content of the message to identify the type of issue or request (e.g., inquiry, complaint, technical support request, etc.).
* Offering appropriate solutions or guidance to the user within their technical scope and authority.
* Following up on technical or financial complaints and escalating them to the relevant departments when needed (technical support, operations, financial complaints).
* Documenting every conversation in the system and linking it to the customer’s account to ensure proper future follow-up.
* Verifying problem resolution and tracking the customer’s case until it is successfully closed.
* Escalating sensitive or urgent cases to the department supervisor when necessary.
* Adhering to internal communication policies and following privacy, confidentiality, and response time guidelines.