Who is Fortress?

Fortress Blockchain Technologies is a fintech company building the foundation for our digital futures. The company spans traditional markets and banking, neo-banking, blockchain technologies, cryptocurrency, NFTs, and metaverses through a suite of services and REST APIs. With our products and APIs, clients can build their platforms with a backend to service everything they would need to modernize with our burgeoning digital economy.

Job Summary:

Fortress Group is seeking a hard-working and self-driven individual to join our energetic, forward-thinking Customer Operations team. We are a rapidly growing, challenger fintech company in Summerlin with an emphasis currently on payment processing for both consumer and business accounts.

Job Responsibilities:

• Providing exceptional and timely support to customers and businesses via email, chat, and phone. 
• Multi-tasking across multiple systems and applications including Zen Desk, and internal customer tooling. 
• Coordinating and building relationships with other departments.  
• Troubleshooting technical issues. 
•  Assisting businesses with completing the sign-up process and uploading required documentation during the sign-up process. 
• Providing support to sales, funds processing, compliance, and dev teams.  
• Facilitating a deep knowledge and understanding of our products.  
• Continuously developing skills and industry knowledge to enhance the value of all customer interactions.

Job Skills:

• Communication Skills – Excellent communication, written and oral. Communicates well with peers, colleagues (including leadership), and customers on a regular basis. Ability to convey messages and ideas concisely and effectively with professionalism.  Driven to provide the best customer experience and continually improve performance.  
• Feedback Driven – Open to feedback and always striving for self-improvement. Collaborating on feedback and improvement plans with your direct leader. 
• Planning, Organizing, Time Management, Prioritization – Can plan personal timelines to meet specific task goals. Understands the requirement to be organized and work in an organized fashion. Works efficiently with a pre-defined schedule or set of existing priorities but can also effectively prioritize situations and emergencies. 
• Work Style, Ethic, and Initiative – Works well independently and in groups. Demonstrates ability to communicate and work accordingly with other departments and external businesses. Able to stay focused and maintain drive throughout a busy and heavy workflow. Self-motivated, and understands what needs to be done without requiring instruction. 
• Critical Thinking & Problem Solving – Identifies constraints, bottlenecks, and potential problems for a variety of internal and external processes with little to no clear resolution. Consistently taking ownership of problems while providing a solution with appropriate documentation/explanation. The ability to understand complex situations and drive to a meaningful outcome. 
• Detail Oriented – Ability to address details specific to individual tasks as well as understand the big picture associated with the given task. 
• Conflict Resolution – Able to address conflicts internally and externally related to tasks/processes for which they have direct ownership. 
• Familiarity with Zendesk or other CRM systems.  

Desired Qualifications & Experience: 

• Bachelor's degree preferred  
• 2+ years of customer service experience required. 
• Prior knowledge and experience working in the fintech industry. 
• Must have open availability to work early mornings, nights, and weekends. 
• Desire to work in a fast-paced environment that evolves with customer and business needs. 
• Must be located in the Las Vegas area

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer. 
• Must be able to lift up to 15 pounds at times. 
• Job Type: Full-time 
• Work Location: One location in Las Vegas (Downtown Summerlin)