Technical Support Representative

A Technical Support Associate/Representative – Payments Services Operations (PSOps) executes the work procedures in supporting the technical needs and providing solutions to Payreto’s clients and their customers. He/She works directly with clients in implementing their processes, or with the Technical Support Specialists – PSOps in carrying out Payreto processes in supporting various clients and their customers.

WHAT WILL YOU DO?

Respond to and resolve Level 1 technical questions from International clients and their customers via phone, e- mail, or chat. Level 1 Support involves the execution of standard or simple tasks, typically predefined. These may involve, but are not limited to, the following:
• Merchant Onboarding
• API Integration and API Support
• Coordinate all inbound customer requests to other internal departments, technology partners, or 3rd party vendors.
• System Integration
• Reports – data extraction, reports generation (based on preset configurations)
• Ensures a high quality of service delivery as the face of Payreto to its clients and customers.
• Pre- defined system configurations
• User administration – adding, and removing users. resetting access.
• Continually develop expertise for all Payreto applications, and partner technologies (e.g. PSP gateways) supported.
• Merchant onboarding
• System Integration
• Document the case and the issues within the ticketing system used (or any internal documentation system).
• API Support
• Manual transactions entry – refund, reversal, rebill, capture, and chargeback.
Other Tasks:
● Perform other official work as instructed by the immediate supervisor/manager.
● Recommend and proactively implement opportunities for increased departmental efficiency
● Extend work hours when needed.

WHAT SHOULD YOU HAVE?

● Must be quality conscious.
● Above average written and verbal communication skills
● At least one (1) year of experience in back- office document processing operations related to applications for e wallets, loans, or insurance.
● Process- oriented.
● OR at least two (2) years’ BPO inbound voice/email/chat experience in handling international accounts in customer service.
● Highly analytical
● Knowledge of programming languages is preferred but not required.
● Good to Excellent in using MS Excel, Word, Google Sheets, etc... (VLOOKUP, Pivot, and advanced Excel formulas)
● Ability to provide correct decisions based on rules and policies.
● Bachelor’s degree in Information Technology, Computer Science, Business Administration, Finance, or any equivalent degree.
● Keen to details
● Must have average logical and verbal reasoning.
Others:
● Must be amenable to night shift, shifting schedule, and work on weekends and/or holidays

●Hybrid setup●Working time (From 2PM – 11PM Viet time)
●Salary competative●Have a chance to go oversea 1 month for training

Cập nhật gần nhất lúc: 2024-07-26 11:20:02