Job Responsibilities:
· Become a subject-matter expert in company’s payments products and solutions
· Assist clients with their integration to company’s APIs and systems, including answering product questions, testing and validating integrations, and troubleshooting and solving issues
· Assist clients in resolving any post-launch operational questions and issues
· Use issue trackers and other tools to catalog, prioritize, and track support requests from inception to resolution
· Take ownership over support issues, ensuring they are worked on quickly, are solved correctly, and are handled within expected timeframes
· Assist level one support teams in resolving issues
· Analyze available data to identify trends and emerging issues, then take ownership to see them through to resolution before becoming bigger problems
· Create and maintain department documentation, including onboarding, integration, and troubleshooting procedures
· Prepare accurate and timely reports
· Handle multiple issues and projects simultaneously, as well as difficult situations, effectively and with composure while maintaining a positive attitude
· Maintain professional, jovial relationships with clients
· Anticipate client needs and deliver an above-and-beyond level of service to ensure your clients’ needs are met at all times
Key Skills:
· You have experience as a Technical Support Engineer, Technical Operations Engineer,Technical Account Manager, Customer Success Associate/Manager, or similar role
· You have experience working on or with payments products and services or e-commerce systems
· You have excellent oral and written communication skills including the ability to communicate effectively with both technical and non-technical audiences
· You have hands-on experience with our current technology stack: Linux, Java, SQL, Git, AWS
· You have practical experience with REST and JSON and have a good understanding of API architecture
· You have in depth knowledge of E-Commerce checkout processes, shopping carts and custom made websites
· You have a solid foundational understanding of computer systems, the internet, internet security, web applications, APIs, and mobile devices
· You can write scripts and use various utilities to make quick work of laborious tasks, for example using shell, Linux utilities, regex, and Python
· You can diagnose and troubleshoot technical issues, apply critical thinking, inductive and deductive reasoning, and propose options and solutions to resolve problems
· You possess the ability to quickly understand and translate complex product and technical concepts to non-technical and executive audiences through your developed skill set of interfacing with external stakeholders
· You can statistically analyze data to identify problems and trends
· You can read and understand application logs
· You have experience using issue/incident management software such as JIRA, Zendesk, Salesforce, or Service Now
· You are independent and thrive in a self-motivated, fast-paced, often ambiguous, and rapidly changing environment
· You have a strong bias for action and the ability to juggle multiple priorities
· You can create a sense of urgency for day-to-day priorities requiring immediate attention
· You can work efficiently with colleagues across time zones and different cross- functional teams
· You have a service-oriented attitude and a high degree of customer service
Job Type: Full-time
Salary: ₹354,637.69 – ₹714,099.35 per year
Schedule:
Ability to commute/relocate:
Education:
Experience:
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