Technical Support Engineer (L2) at SeerBit

What We Need

• We are looking to hire a Technical Support (L2), who will play a crucial role in providing high-quality technical assistance to our customers and internal teams.
• The ideal candidate for this role will be responsible for troubleshooting and resolving complex technical issues related to our payment solutions and platforms.
• Your expertise and dedication will contribute to ensuring a seamless and satisfactory experience for our clients.

What You Will Do

• Respond to and resolve complex technical inquiries and issues related to our products and services. This involves analyzing problems, identifying root causes, and providing effective solutions in a timely manner.
• Offer exceptional customer support through various channels (phone, email, chat) while maintaining a friendly and professional demeanor. Ensure customer satisfaction by addressing their concerns promptly and accurately.
• Proactively monitor and manage reported incidents, including prioritization, escalation, and timely updates to stakeholders. Work towards reducing the mean time to resolution (MTTR) for critical incidents.
• Develop and maintain an in-depth understanding of our payment solutions, including platform functionality, integration methods, and API documentation. Stay updated with the latest developments and upgrades to provide accurate information to clients.
• Collaborate with cross-functional teams, including developers, product managers, and QA engineers, to identify and resolve issues, as well as improve the overall product performance and reliability.
• Create and update technical support documentation, knowledge base articles, and troubleshooting guides to enhance the support teams efficiency and enable self-service for customers.
• Track and analyze key performance indicators (KPIs) to measure and improve support team performance. KPIs may include customer satisfaction (CSAT) scores, first-response time (FRT), average resolution time, and ticket closure rate.
• Participate in training sessions for teams, sharing your knowledge and expertise to ensure consistent support quality across the team.
• Suggest process improvements and provide feedback to enhance the efficiency of the support operations and contribute to an outstanding customer experience.

Requirements

• First degree in Computer Science or any relevant field
• 3+ years Cognate experience in the Financial Technology or IT Infrastructure sector
• Familiarity with Java or similar languages
• Prior experience in any ITIL (Incident Management) tool is a plus
• Prior experience in implementing ITIL processes in a company is a plus
• Agile methodology experience is a must
• Experienced in IP networking, routing, connectivity, etc.
• Working knowledge of API workflow and Testing
• Knowledge of relational/document-oriented databases incl. SQL
• Excellent communication and problem-solving skills
• Customer-focused mentality with attention to detail and accuracy
• Discipline in properly following up on all customer requests
• A critical thinker and excellent interpersonal skills.

Benefits

Compensation:

• Highly competitive + other interesting

Our Benefits

• Medical cover
• Flexible work schedule
• Profit share
• Learning and development opportunity