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Technical Support Engineer
1 month ago
We are seeking a highly skilled Technical Support Engineer to join our team at PayTabs Global. As a key member of our technical support team, you will play a crucial role in ensuring the smooth operation of our e-commerce solutions.
About the Role:This is an exciting opportunity for a talented individual to work with a leading e-commerce company and contribute to the success of our global operations. The successful candidate will be responsible for providing technical support to merchants and partners, troubleshooting issues, and resolving inquiries in a timely and professional manner.
The ideal candidate will have strong technical skills, excellent communication skills, and the ability to work effectively in a distributed team environment.
Responsibilities:- Maintain and update technical solution articles and guides to ensure that merchants and partners have access to accurate and up-to-date information
- Report, track, and escalate recurring technical issues to ensure prompt resolution
- Coordinate with merchants to provide feedback on issues and ensure that they are satisfied with the level of support provided
- Perform necessary testing on merchant websites or plugins to ensure proper functioning
- Monitor and plan shifts to ensure that Integration Support Engineers in multiple locations are able to provide seamless support to merchants and partners
- 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 & Arabic
- 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
- 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 Customer Support/Success Policy
- Follow the instructions and guidelines supplied in the CSR Success Handbook.
$60,000 - $80,000 per annum, depending on experience and qualifications.
