Job Description

Merchant Tech Support Specialist

This position is for a leading SEA payment service provider that offers omni-channel payment solutions, allowing merchants to accept local and international payments through credit and debit cards, bank channels (ATMs, iBanking and mBanking) and cash acceptance via payment counters. With this comprehensive solution, merchants can now transact with both banked and unbanked customers.

• Reply to merchant queries via email, phone and chat
• Perform root cause analysis
• Prepare sample demo code for merchant integration.
• Perform UAT and Live verification tests.
• System monitoring and SLA follow-ups.
• Maintain API integration documents.
• Manage merchant helpdesk or merchant/customer issues reported and see problems through to resolution
• Monitor daily batch jobs and operational functions within the systems.
• Internal contact point between technology team and business / product development team if there is any technical issues/bugs that needs action.
• Help to design and implement preventive measurements to improve technical quality of the company\'s full-featured gateway and a local-currency alternative payment channel.
• Assist with merchant integration and support integration related queries.
• Role as 1st and 2nd level technical support for the company\'s products and services.
• Other common tasks for the day-to-day tech support.

• Bachelor\'s Degree or higher in Computer Science, Computer Engineering, IT or related fields.
• At least 3 years of experience in merchant tech support
• Good command of English communication both written and spoken
• Strong customer relations skills

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