Product Solutions and Integrations Specialist

1 month ago


Bengaluru, Karnataka, India twid Full time
Job Summary
As a Product Solutions and Integrations Specialist at Twid, you will play a crucial role in guiding merchants through the technical integration process, troubleshooting issues, and providing world-class support. You will collaborate with various teams to ensure timely and effective resolution of technical challenges, enhance the knowledge base, and mentor junior team members.

Key Responsibilities:
1. Technical Support & Troubleshooting: Resolve technical queries from merchants and their developer teams across multiple channels, offering step-by-step assistance to ensure they go live with Twid seamlessly. Conduct technical debugging of merchant environments to enable smooth integration with Twid PWR through APIs.
2. Product Demonstrations: Lead presales and post-sales calls, demonstrating the TWID PWR suite to merchants and guiding them through product integration and dashboard navigation.
3. Issue Analysis & Resolution: Perform deep dives to analyze issues end-to-end, collaborating efficiently with other teams to solve critical merchant problems.
4. SLA Adherence: Operate under stringent resolution SLAs to address business-critical problems for TWID merchants, working closely with engineering and operational teams.
5. Support Excellence: Provide a world-class support experience for TWID merchants, ensuring their satisfaction and success.
6. Knowledge Base Management: Develop and maintain product-level playbooks for team reference, contributing to and managing the repository/knowledge base.
7. Team Management & Mentorship: Manage and mentor team members, focusing on organizational and team growth while fostering a collaborative and high-performance environment.

Requirements:
1. Technical Proficiency: Proficient in understanding various frameworks and API structures. Strong understanding of platforms (Android, iOS) and experience in running SQL queries and using APIs on tools like Postman.
2. Experience: Demonstrated experience in handling technical queries via email, call, or chat channels. Proven track record in maintaining and optimizing existing integration solutions to reflect changes in both client and internal environments.
3. Documentation & Communication: Keen eye for enhancing technical documentation and strong communication skills to articulate complex technical concepts clearly.
4. Problem-Solving & Ownership: Excellent problem-solving aptitude with a strong sense of ownership and accountability in resolving, following up, and communicating with merchants and internal teams.
5. Process Improvement & Leadership: Ability to ideate process improvements and lead cross-functional collaboration efforts. Demonstrate leadership by setting performance benchmarks and ensuring adherence within the team.

About Twid
Twid is a new-age fintech solution built from our technology to solve large unsolved problems in Loyalty and Rewards. We operate a checkout option 'Pay With Rewards' at 35,000+ merchants such as JioMart, NetMeds, MilkBasket, Yatra, Ixigo, ConfirmTkt where rewards currencies can be redeemed seamlessly. Twid is backed by leading fintech and loyalty funds and global leaders including Sequoia Surge, Beenext, Rakuten, and Google. We are dual headquartered in Singapore and Bangalore.

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