Technical Support Engineer At Korapay
full-time
About the Role
As a Technical Support Engineer at Kora, you will be responsible for ensuring our merchants' technical queries are resolved in time.
In this role, you will be working closely with the Engineering and Merchant Success teams by assisting our merchants in resolving queries and escalating issues to the Engineering team.
Reporting Relationships & Stakeholder Engagement:
Report to the CTO working as part of the ever-innovative Engineering team.
Working collaboratively with our CTO (Chief Technology Officer), Product Management, Product Design, Merchant Success, Business, Compliance, and Information Security teams.
Your Mission
Provide technical support: Support merchants across phone, email, chat, and other channels before, during, and after onboarding, ensuring a strong customer experience.
Troubleshoot and resolve issues: Investigate technical and product-related issues, take ownership of incidents, resolve them within SLA, and escalate complex or critical issues appropriately.
Collaborate across teams: Work closely with Merchant Success, Product, Engineering, and integration partners to identify bugs, resolve issues, and ensure successful product integrations.
Manage merchant relationships: Own the technical relationship with merchants, understand their business and technical needs, recommend suitable solutions or product enhancements, and support successful integrations and ramp-up.
Improve processes and knowledge: Document issues and resolutions, maintain knowledge bases and reports, provide customer feedback to Product teams, and identify opportunities to automate routine processes.
Requirements
You'll be a strong fit for this role if you have:
A minimum of 3 years of experience in a similar role in a B2B environment, financial services or banking industry.
Experience in dealing with customers from a technical approach.
Experience working with and understanding APIs and API testing platforms and the capability of explaining them to third parties.
Strong knowledge of financial technologies, such as payment processing, financial data analysis, and compliance.
Great written and verbal communication skills - needed for communicating with a range of people, both internally and externally, as well as good presentation skills.
Passion for customer success and deep interest in understanding client needs.
Experience in delivering client-focused solutions based on customer needs.
Excellent interpersonal and communication skills to build effective relationships with customers and ability to explain technical issues to non-technical stakeholders.
Exceptional organizational skills, with the ability to manage multiple activities and projects at the same time.
Experience with CRM and ticketing systems, such as Zendesk or Salesforce.
Strong analytical and problem-solving skills.
Proven understanding of the Fintech space and the disruptive opportunities being created.
Good knowledge of SQL, especially MySQL.