The Company

We are a global leader in intelligent enterprise process orchestration & automation. By leveraging the power of AI enabled process and low-code automation technologies, we are uniquely positioned to help enterprises revolutionize their business operations. We enable enterprises to accelerate transformation and realize measurable ROI at every stage of their transformation journey starting from Strategy, Design, Development and Support to establishment of in-house Technology Center of Excellences. We help deliver custom solutions at affordable rates that are up to 20x faster than traditional programming, while solving complex business logic, workflows and human interaction.

Offering more than 15 plug-and-play solutions across the BFSI, Legal, and Telecom sectors, the company is making strategic investments to address industry-specific challenges. Its intelligent, intuitive, and scalable solutions can be deployed in just weeks, enabling rapid transformation. Driven by its PeopleFirst philosophy, we focus on happiness and wholistic well-being of our people as the true measure of our growth. We operate across six countries in four continents empowering clients across the globe.

The Shift

This is a full-time and onsite position, and regular hours of work and days are Sunday through Thursday, 8:00 a.m. to 5 p.m, however, this position can regularly require long hours and frequent weekend work.

Summary

Supports existing and potential merchants and partners by helping them troubleshoot their issues and by providing helpful information, answering questions, resolving inquiries and complaints, following through timely responses, and resolutions in accordance with the agreed service level agreement (SLA). This along with following the team plan on the side projects aimed to enhance and raise the technical awareness of our existing and potential merchants. Additionally, the role involves assisting in the product awareness journey, managing assigned internal roles, completing side projects to enhance integration experience, product awareness, or merchant onboarding journey, and engaging in activities/processes to enhance the work environment for other teams.

Responsibilities

• Maintain and update merchant/partner technical solution articles and guides.
• Report, track and escalate recurring technical issues.
• Collaborate with merchants to provide clear and appropriate feedback on issues.
• Conduct tests on merchant websites and plugins to ensure proper functioning.
• Coordinate and assist integration support engineers across multiple locations and shifts
• Contribute to the product awareness journey and identify areas for improvement
• Manage assigned internal roles for the team as directed by the line manager
• Work on projects related to enhancing the integration experience, product awareness or merchant onboarding journey
• Engage in activities/processes initiated by the line manager to enhance the work environment for other teams
• Adhere to team values/routines and perform any tasks or duties assigned by the line manager.

Competencies

• Software Development experience preferably in PHP and Java
• Strong understanding of web-based applications and technologies
• Good knowledge of e-commerce platforms – Magento, Open Cart, WooCommerce etc
• Proficient in using issue tracking tools like FreshDesk, Redmine, etc
• Proficient in using version control systems like Git, SVN etc
• Excellent oral and written communication skills in English
• Prior experience working in distributed teams, that operate 24 x 7 x 365
• Passion to deal with customers
• Comfortable working remotely with minimal supervision
• Objective driven with strong work values to finish the daily work assigned

Education & Experience

• A Bachelors degree in Computer Science or related discipline
• 5+ years of tech support experience preferably in a similar domain
• Good English language skills.

Roles and Key KPIs

• Ability to work independently as well as within Team.
• Resolving merchant inquiries in accordance with the agreed daily targets.
• Educating the merchants directly or through producing solution articles or content.
• Following through solving merchant inquiries and escalations.
• Proposing solutions to solve repetitive inquiries.
• Ensure data integrity through following the best practices and capturing the necessary data.
• Follow the team approved SLAs.
• Have 80% or more in periodically applied assessment
• Follow the Customer Support/Success Policy.
• Follow the instructions and guidelines supplied in the Technical Support Handbook.

Benefits

• 🏦 Performance Bonus
• 📚 Accelerated Career Growth
• 💻 Latest Tech Equipment
• 🚀 International Exposure
• 🎳 Team Engagement Allowances
• 🥳 Exciting Company Events