Support and Technical Payment Gate Way

4 months ago


Dubai, United Arab Emirates Telr Full time

Below is the JD that was requested:

- Assist clients with their integration to the 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 the 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 can write scripts and use various utilities to make quick work of laborious tasks, for example using shell, Linux utilities, regex, and Python
- 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 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
- First-line support to the Technical Support team dealing with all merchant queries regarding Integration and after day-to-day support, identifying the issue and escalating to Development / Operations teams whenever required
- This role will have a high degree of Interaction with the merchant’s and their developers directly so should have very good communication skills.

Experience
- technical support in customer-facing environment
- Background in payments and financial services is highly beneficial
- Web development experience including web languages such as Java, ASP, PHP is beneficial
- Knowledge on ticketing system like Zendesk, JIRA
- Should be able to fetch, analyse, sort and present data in Report format

Software & Technologies
- Well versed in web technologies, but not necessarily a highly proficient coder
- Should to able to trouble shoot an issue, identify and report Outages
- Knowledge on Shopping Carts and Mobile Apps is added advantage

General
- High level of written and spoken English required
- Establish & maintain a good working relationship with other teams and understanding of other processes
- Familiar with support terminologies and environment

Application Deadline: 21/09/2024


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