Customer Support Services Engineer

Paymentology

Customer Service & Support

New
2 weeks ago

Job Summary

We are looking for an enthusiastic and disciplined Customer Support Services Engineer with a passion for working in the world of technology and mobile payments. In this role, you will help the support team resole the more technically challenging queries whilst also enabling the more junior members to achieve these outcomes themselves. We have an amazing Global Customer Support team ensuring that our enterprise customers around the globe receive world-class service of the highest level, and now we need you.

  • Minimum Qualification:Degree
  • Experience Level:Senior level
  • Experience Length:5 years

Job Description/Requirements

Responsibilities:

  • Provide technical and business-related knowledge to the L1 team to help resolve customer queries, this includes knowledge management (documentation) 
  • Detect possible service interruptions to our partners and anticipate potential problems 
  • Incident Management and Root cause analysis (mature problem, configuration, change mgmt., process) 
  • Analyze service performance trends 
  • Escalate to appropriate group a detailed issue tracking (ticket), status update to logger (requester) 
  • Process automation capabilities & detect possible procedural improvements 
  • Resolve customer queries that have been forwarded by the Level 1 team 
  • Take ownership by coordinating the feedback to the customer where analysis is required from other implementation and development departments 
  • Perform customer service monitoring value analysis 
  • Carry out specific research for technical queries both internal and external 
  • Coordinate minor configuration changes that must be performed by customers 
  • Monitoring of specific transactional flows 
  • Participate in monitoring of internal operational processes 
  • Creation of system generated alarms to anticipate potential partner service interruptions 


Requirements:

  • Bachelor's Degree in Computer Science or Computer Engineering and/or equivalent working experience
  • 5 plus years of Application/Product support experience 
  • Passion to engage in solving customer issues and helping them succeed 
  • A developed approach to troubleshooting customer and technical issues 
  • Demonstrated success in creative problem solving, finding viable alternative solutions to keep the customer’s issues resolved  
  • Ability to manage and prioritize daily tasks based on business impact, maintaining focus on service level agreements 
  • Team player skills to collaborate inside and outside the organization to achieve team and product success 
  • You have a player/coach mindset 
  • Open-mindedness, willingness to learn, and ability to fail fast to keep progress moving forward 
  • Experience with Postman or relevant tools 
  • Excellent verbal and written communication skills in English – to ensure customer issues and resolutions are understood, translated and documented accurately 
  • Working knowledge of Linux Commands, SQL scripts
  • Knowledge on DevOps automation tools is a plus i.e. Jenkins, ELK, DataDog, Terraform etc. 

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