Technical Support Engineer

3 days ago


Chennai, India PayTabs Global Full time
Role DescriptionSupports 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 FunctionsMaintain merchant / partner technical solution articles & guidesReport, track/follow up and escalate recurring technical issuesCoordinate with merchants to provide appropriate feedback on issuesPerform necessary test on merchant website or plugins to ensure proper functioningMonitors, plans and assigns shifts and helps the Integration Support Engineers in multiple locationsAdhere to team values and routines and perform any tasks and duties as assigned by the line manager.

CompetenciesSoftware Development experience preferably in PHP and JavaStrong understanding of web-based applications and technologiesGood knowledge of e-commerce platforms – Magento, Open Cart, WooCommerce etcProficient in using issue tracking tools like FreshDesk, Redmine, etcProficient in using version control systems like Git, SVN etcExcellent oral and written communication skills in English & ArabicPrior experience working in distributed teams, that operate 24 x 7 x 365Passion to deal with customersComfortable working remotely with minimal supervisionObjective driven with strong work values to finish the daily work assigned

Roles and Key KPIsAbility to work independently as well as within TeamResolving merchant inquiries in accordance with the agreed daily targetsEducating the merchants directly or through producing solution articles or content.Following through solving merchant inquiries and escalationsProposing solutions to solve repetitive inquiriesEnsure data integrity through following the best practices and capturing the necessary data.Follow the Customer Support/Success PolicyFollow the instructions and guidelines supplied in the CSR Success Handbook.



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