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.
Essential Functions
- Maintain merchant / partner technical solution articles & guides.
- Report, track/follow up and escalate recurring technical issues.
- Coordinate with merchants to provide appropriate feedback on issues.
- Perform necessary tests on merchant websites or plugins to ensure proper functioning.
- Monitors, plans and assigned shifts and helps the Integration Support Engineers in multiple locations.
- Assist in the product awareness journey and identify needs.
- Manage the assigned internal roles for the team given by the line manager.
- Finish any side project given by the line manager 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 and routines and perform any tasks and duties as 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
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 assessments.
- Follow the Customer Support/Success Policy.
- Follow the instructions and guidelines supplied in the Technical Support Handbook.
Preferred Education and Experience
- A BS Degree in Computer Science or an equivalent discipline
- 6-8 years of tech support experience in the same domain
- Good English language skills.
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