JOB DESCRIPTION
This role will suit someone who can hit the ground running in a fast-paced Fintech environment, and use their technical knowledge to resolve our merchants’ issues quickly while adhering to the best standards of service. We are looking for someone who is excited about being part of a fast-growing company, that’s trying to make a positive mark in the payments industry. The ideal person will have strong technical knowledge, great communication skills, and have excellent attention to detail. This role will suit someone who has previously worked in Technical or Application support, and is looking for the next opportunity to learn and grow.
ABOUT YOU
- Aspire to grow: Grow your knowledge and inspire your team, but also other teams to contribute to our goals
- Curious with a desire to learn: Understand our technical ecosystem and bring new ideas of how we can improve the support function and the Operations team at large
- Strong written and communication skills: Ability to communicate externally with our merchants in a clear and concise manner, and internally with the various teams involved
- Calm and measured: Ability to work under pressure to resolve incidents and liaise with the relevant teams or partners to meet merchant SLAs
- Technically-savvy: Ability to perform a thorough first-line investigation to identify technical problems Keen eye for detail
- Detail orientated: With excellent problem solving, analytical and organisational skills.
RESPONSIBILITIES
The Technical Support Specialist will work across all of our shift patterns and the key tasks include, but not limited to:
Investigation and Troubleshooting:
- Identify issues and incidents using the APEXX technical incident matrix
- Perform accurate and detailed first-line investigation on all technical queries using the tools and systems available to the Support team (Grafana, Portals, Quicksight, Snowflake) as well as your own technical knowledge.
- Identify routes of escalation internally to our technical teams or externally to our third-party partners based on the first-line investigation that was performed.
- Provide excellent support to merchant issues and queries, and follow the issue through to resolution
- Adhoc tasks relating to documentation, processes which support our internal operations and customers
Out-of-hours Incidents:
- Investigate any out-of-hours incidents raised by merchants and alerts triggered by our internal monitoring system
- Trigger the incident management process and escalate to our internal team for further investigation when applicable
- Prepare merchant comms and handle phone communications with merchants for incidents
Communication and Teamwork:
- Communicate effectively within the Support team during shift handovers and morning stand-ups
- Work closely with internal teams including Product, Implementations, and Tech
SHIFTS:
This role will rotate around the following shift patterns:
- S1: 05:30AM TO 2:00PM IST
- S2: 01:30PM TO 10:00PM IST
- S3: 09:30PM TO 06:00AM IST
BENEFITS
Health: Insurance (Employee, spouse, and two children) optional cover for parents or in laws
15 personal days per year + Festival holidays. You can also take your birthday off as paid leave, and we offer a paid day off for any charity work you want to participate in
Enrichment: Learning and development training, with a yearly budget, to strengthen your career and progression, leadership in house training and monthly lunch and learn, where you eat lunch and learn with our guest presenter
Social: Team events and outings, Townhalls, Hackathon and Festival celebrations
ABOUT APEXX
APEXX is a dynamic Fintech scale-up founded in 2016 with the goal of creating cutting-edge payment technology. Our vision is to be the payment industry's most merchant-centric provider. Through our platform a merchant can connect via a simple API connection to the world's payment ecosystem, increasing conversion at lower cost and satisfying their entire payments needs. We excel at bringing transparency, efficiency, and competition to the payments market.
The team is incredibly committed and enthusiastic about what we are building - top of the class payments solutions and a valuable business. This is infectious and creates a wonderful office atmosphere. We have a supportive, relaxed yet high-performing, and high trust culture.
To learn more about APEXX and experience the dynamics of being part of our team, feel free to check out the provided media channels below:
Linkedin: https://www.linkedin.com/company/apexxglobal/
Instagram: https://www.instagram.com/apexx.global/?hl=en
