Senior Operation Specialist

Requirements:

1. Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology, or equivalent.  
2. At least 3-5 years of working experience in the related field is required for this position.  
3. Preferably with prior experience in technical support or customer service within the fintech or payment processing industry.  
4. Proficiency in diagnosing and troubleshooting issues across multiple platforms, including familiarity with protocols and tools, is also required.  
5. Excellent problem-solving skills, with the ability to analyze complex technical issues, identify root causes, and develop effective solutions.  
6. Strong customer service orientation, with the ability to communicate technical concepts effectively to non-technical users and maintain a positive customer experience.  
7. Ability to work independently and collaboratively in a fast-paced environment.  
8. Exceptional organizational and time management skills, with the ability to prioritize tasks and manage multiple priorities in a fast-paced environment.  
9. Experience with ticketing systems and CRM software.  
10. Strong leadership and mentoring abilities, with the ability to guide and support junior team members and collaborate effectively with cross-functional teams.  
11. Flexibility and adaptability to quickly learn new technologies and tools, as well as to navigate changing priorities and requirements.  
12. Strong team player with a collaborative mindset, willing to contribute to the success of the team and the organization as a whole.  
13. Willingness to adapt to any changes in position, scope, or responsibilities as needed by the organization.  
14. Willingness to work extended hours, including occasional evenings, weekends, or public holidays, to provide support for local and regional teams, as well as clients across different time zones, as needed.  
15. Applicants must be willing to work in I-City.  

Key Responsibilities: 

Technical Expertise 

• Serve as a subject matter expert (SME) in troubleshooting complex technical issues related to the company's products or services. This includes payment processing, API integrations, and platform functionalities.  

• Troubleshoot and diagnose complex technical problems, identifying root causes and implementing appropriate solutions. 

• Investigate and resolve escalated technical issues related to payment processing, transaction failures, system errors, and other operational challenges in a timely manner. 

• Provide timely and effective support to internal teams and external clients via email, phone, and ticketing system. 

Escalation Point 

• Act as a point of escalation for technical issues beyond the scope of front-line support agents, working to resolve customer concerns promptly and effectively, for unresolved technical issues, providing guidance and support to junior support agents. 

• Act as a primary point of contact for critical incidents, coordinating response efforts across cross-functional teams such as engineering, product management, and sales to address escalated issues and to minimize service disruptions and ensure timely resolution. 

• Escalate critical issues to higher-level or development teams as necessary, following established escalation procedures. 

• Manage and prioritize incoming support tickets and incidents, ensuring timely resolution according to predefined SLAs. 

Customer Interaction 

• Communicate effectively with clients to understand their requirements, address concerns, and provide guidance on utilizing the payment gateway platform effectively, which involves escalated calls, tickets and meeting.  

• Build and maintain strong relationships with clients by providing exceptional technical support and personalized assistance. 

Training and Mentoring 

• Provide training and mentorship to junior support agents helping them develop their technical skills and knowledge.  

• Develop and deliver comprehensive training materials and sessions for internal staff and clients to enhance their understanding of our payment gateway systems and operational procedures. 

• Mentor junior support agents, providing guidance, sharing best practices, and fostering their professional growth. 

Collaboration 

• Collaborate closely with product development teams, software engineers, and other stakeholders to relay customer feedback, suggest product enhancements, and contribute to the development of new features and functionalities. 

Process Improvement 

• Identify opportunities to streamline support processes and enhance operational efficiency, and contribute to the development of tools, or automation to streamline support operations by leveraging automation tools and best practices. 

• Advocate for the needs of our clients by representing their interests within the organization, championing their concerns, and driving initiatives to improve overall customer satisfaction. 

Quality Assurance 

• Conduct quality assurance reviews of support interactions and technical documentation to ensure accuracy, consistency, and adherence to company standards. 

• Provide feedback and coaching to support agents to improve the quality and effectiveness of their technical support interactions. 

Technical Documentation 

• Contribute to the development of knowledge base articles, FAQs, SOP, user guides and other self-service resources to empower customers to troubleshoot common issues independently. 

• Assist in maintaining detailed documentation of technical processes, troubleshooting procedures, and best practices to facilitate knowledge sharing and continuous improvement. 

System Monitoring and Maintenance 

• Monitor the performance and stability of the online payment gateway platform, proactively identifying and addressing potential issues to minimize downtime and service disruptions.  

• Assist in incident response efforts during system outages or service disruptions, coordinating with cross-functional teams to restore service and mitigate customer impact. 

• Document incident details, root causes, and remediation steps and follow-up actions for post-incident analysis and process improvement in the ticketing or provided system for future reference and continuous improvement. 

Compliance and Security 

• Adhere to industry regulations and compliance standards related to online payments and data security, ensuring that support processes and procedures are in alignment with relevant requirements. 

• Stay informed about emerging threats and security vulnerabilities, taking proactive measures to safeguard the integrity and confidentiality of customer data. 

Reporting and Analytics 

• Generate reports and metrics to track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores. 

• Analyze support trends and customer feedback to identify recurring issues and opportunities for service improvement. 

Continuous Learning 

• Stay updated on the latest technologies, trends, and best practices in online payment processing and technical support, continuously enhancing expertise through training and self-directed learning initiatives. 

Adhoc Task Handling 

• Assess the urgency and importance of each adhoc task. Determine which tasks need immediate attention and which can be addressed later. 

Additional Information: This role may require occasional evening or weekend work to support clients in different time zones. Training will be provided to familiarize you with our products and processes. This is an excellent opportunity to gain valuable experience in the fintech industry and grow your career in technical support.