Technical Customer Support Engineer

We’re excited to share news about a new job opportunity at a fintech company that operates with remote teams spanning the globe.

The primary responsibility of the Technical Customer Support Engineer in the Philippines is to assist our client’s Support Team in addressing complex technical queries.

If you’re a motivated, organised, and committed individual with a keen interest in the realms of technology and mobile payments, we eagerly look forward to receiving your application!
Tasks
Provide technical and business-related knowledge to the team to help resolve customer queries, including documentation for knowledge management.
Proactively identify potential service interruptions for clients and partners, anticipating and addressing potential problems.
Perform incident management and root-cause analysis (mature problem, configuration, change management process).
Be part of 24/7 service and Incident Management Team.
Analyse trends in service performance to ensure continuous improvement.
Escalate detailed issue tracking (tickets) and provide regular status updates to the ticket logger.
Utilize process automation capabilities to identify procedural improvements.
Resolve customer queries that have been forwarded by the Team.
Coordinate feedback to the customer where analysis is required from other implementation and development teams.
Carry out specific research for technical queries, both internal and external.
Coordinate minor configuration changes that must be performed by customers.
Monitor specific transactional flows.
Create system-generated alarms to anticipate potential partner service interruptions
You’ll be working with global clients and partners across multiple continents. To accomplish this successfully, you’ll first need to familiarise yourself with transaction processing concepts. Agents regularly receive and deliver training to colleagues across departments, offering comprehensive support.
Requirements
This role will entail a strong level of ownership for achieving your personal success in meeting daily targets. You will need to go the extra mile to find creative solutions to to address customer requests and queries. As part of your role in this team, you will answer inbound calls and emails from customers efficiently and timeously. You will troubleshoot, negotiate, and provide information and solutions to customers, offering the highest standards of professional customer care.

You’ll enjoy working in a dynamic fast-paced environment that will require you to step outside your comfort zone ocassionally. We believe there is no failure, there are only opportunities to embrace and learn from new experiences as we move forward together. This role will demand an elevated level of accountability and you’ll need to thrive under pressure.

Communication skills are critical for building relationships with our customers. You’ll have contact with users through inbound and outbound calls, chat and email channels.

You’ll need to wear multiple hats on any given day, and you will know when to roll up your sleeves and get your hands dirty, versus when to pull back, educate and enable the support team to do the job instead.

Payments experience is required.
Excellent verbal and written communication skills in English.
Bachelor’s Degree in Computer Science or Computer Engineering and/or equivalent working experience.
5 plus years of Application/Product support experience.
Experience with Postman or relevant tools.
Working knowledge of Linux Commands, SQL scripts.
Knowledge on DevOps automation tools is a plus i.e. Jenkins, ELK, DataDog, Terraform etc.
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 prioritise daily tasks based on business impact, maintaining focus on Service Level Agreements.
Team player skills to collaborate inside and outside the organisation to achieve team and product success.
This is a full-time, remote contractor position, and we are seeking candidates located in Philippines. The role is diverse and requires you to work shifts.