Key Responsibilities:
- Work closely with merchants during the onboarding process to support backend configuration and API integration.
- Provide technical consultation and guidance on the use of our APIs and system functionalities.
- Collaborate with internal product, engineering, and business teams to ensure a seamless implementation experience.
- Troubleshoot and resolve merchant-reported issues related to usage, performance, or integration with our systems.
- Serve as the primary point of contact for merchants experiencing technical problems or providing feedback on system usability.
- Identify recurring issues and work with the product and engineering teams to recommend improvements.
- Maintain clear and timely documentation of issue resolutions, integration guidelines, and FAQs.
- Ensure a high standard of service delivery and customer satisfaction through proactive communication and support.
- Answer operational and application questions and consult the customer.
- After go-live, provide technical support to the customer when necessary.
- Work coordination with various internal technical teams, such as Product Team / Support Team / Development Team, etc.
Requirements:
- Bachelor's degree in business, IT, or related field (or equivalent experience).
- Requires a minimum of 2 years of experience in IT or related field
- Strong leadership and people management skills.
- Excellent problem-solving and analytical abilities.
- Technical proficiency in software and technology troubleshooting.
- Exceptional communication and interpersonal skills.
- Confidence and ability to understand and navigate new technology quickly.
- Ability to multi-task and manage time effectively.
- Report to the head of the department.
Preferred Qualifications:
- Experience with Web3 technologies (e.g., blockchain, smart contracts, crypto wallets, or decentralized applications) is a strong plus.
- Basic knowledge of programming or scripting languages (e.g., Python, JavaScript) is a plus.
- Understanding of security and compliance standards relevant to data exchange and system integration.
