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Senior Tech Support

Easebuzz

Pune, Maharashtra, IndiaFull-timeNo compensation foundPosted 1y agoVerified open 5 days ago
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At a glance

Compensation
No compensation found
Location
Pune, Maharashtra, India
Schedule
Full-time
Work Authorization
Not specified

Job overview

Easebuzz, a fintech payment solutions company in Pune, seeks a Senior Tech Support professional to handle complex technical issues, drive user onboarding, produce MIS reports, analyze support trends, and collaborate with L2/L3 teams for resolution and optimization.

Skills & qualifications

RequiredNice to have

Skills

User FlowFinancial TechnologyTechnical SupportInfrastructureTechnical Issue ResolutionOutbound User Onboarding CallsUser Login SupportMIS Report PublishingTrend AnalysisUser Manual UpdatingUnderstanding User FlowsCoordination With L2 TeamCollaboration With L3 Development

Qualifications

3+ Years Tech Operations Experience

Full job description

Company Profile

Easebuzz is a payment solutions (fintech organisation) company which enables online merchants to accept, process and disburse payments through developer friendly APIs. We are focusing on building plug n play products including the payment infrastructure to solve complete business problems. Definitely a wonderful place where all the actions related to payments, lending, subscription, eKYC is happening at the same time.

We have been consistently profitable and are constantly developing new innovative products, as a result, we are able to grow 4x over the past year alone. We are well capitalised and have recently closed a fundraise of $4M in March, 2021 from prominent VC firms and angel investors. Easebuzz’s corporate culture is tied into the vision of building a workplace which breeds open communication and minimal bureaucracy. An equal opportunity employer, we welcome and encourage diversity in the workplace. One thing you can be sure of is that you will be surrounded by colleagues who are committed to helping each other grow.

Easebuzz Pvt. Ltd. has its presence in Pune, Mumbai, Bangalore, Gurugram

Senior Tech Support Rollout & Adoption Responsibilities/Activities:

  • Focuses on more complex technical issues that require deeper system knowledge and strategic problem resolution.

  • Escalates issues that cannot be resolved by L1 to the appropriate internal or external teams.

  • Proactively make outbound calls to onboard users.

  • Provide user login and adoption support.

  • Publish Management Information System (MIS) reports for weekly adoption/usage, as well as any regulatory requirements.

  • Publish weekly support MIS reports.

  • Perform weekly trend analysis of production support issues, categorizing them accordingly.

  • Update user manuals as needed.

  • Understanding of user flows and technical operations support to help the bank users regarding raised issues.

  • Must have some technical expertise and should be able to resolve issues on their own or with the help of the tech / engineering team.

  • Coordinate with the L2 team to address recurring issues and seek permanent resolutions.

  • Collaborate with the L3/Development Team for journey optimization

Work Location: Pune (Work from office)

Expected Experience: 3 to 5 years of experience in tech operations and support functions.

Employment Type

Full-Time

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