Senior Technical Support Specialist
1 week ago
We are seeking a highly skilled and motivated Senior Technical Support Specialist to join our team at PayTabs Global. This is an exciting opportunity for a talented individual to work with a dynamic team and make a significant impact on our customers' experience.
About the RoleThe successful candidate will be responsible for providing exceptional technical support to our merchants and partners, ensuring timely resolutions to their issues and exceeding their expectations. The role involves troubleshooting complex technical problems, providing informative solutions, and collaborating with internal teams to enhance integration experiences and product awareness.
Key Responsibilities- Maintain accurate and up-to-date technical solution articles and guides for merchants and partners.
- Monitor, track, and escalate recurring technical issues, ensuring prompt resolution and following through on agreed-upon service level agreements (SLAs).
- Coordinate with merchants to provide constructive feedback on issues, identifying areas for improvement and suggesting potential solutions.
- Perform necessary tests on merchant websites or plugins to ensure proper functioning, guaranteeing seamless integration experiences.
- Assist in planning and assigning shifts for Integration Support Engineers across multiple locations, fostering collaboration and efficiency within the team.
To succeed in this role, you should possess:
- A strong background in software development, preferably with experience in PHP and Java.
- An excellent understanding of web-based applications and technologies.
- Familiarity with e-commerce platforms, including Magento, Open Cart, and WooCommerce.
- Proficiency in using issue tracking tools such as FreshDesk and Redmine.
- Experience working with version control systems like Git and SVN.
- Excellent communication skills in English and Arabic, both written and oral.
- Prior experience working in distributed teams that operate 24/7/365.
- A passion for delivering exceptional customer support and resolving complex technical issues.
- Comfortable working remotely with minimal supervision, demonstrating self-motivation and discipline.
- Strong work values, with a focus on meeting daily targets and delivering high-quality results.
In return for your expertise and dedication, we offer:
- A competitive estimated salary of $65,000 - $85,000 per annum, based on location and experience.
- A comprehensive benefits package, including health insurance, retirement plans, and paid time off.
- Ongoing training and professional development opportunities to enhance your skills and knowledge.
- A dynamic and supportive work environment, with regular feedback and recognition.
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