Technical Support

1 week ago

Singapore PayerMax Full time

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Job Responsibilities:
Dock with global institutional merchants, including banks, PSPs, etc., and provide professional technical support.
Participate in the entire process of merchant access, including early-stage demand communication, introduction and docking of technical solutions, to ensure the smooth launch of merchants.
Solve the technical problems encountered by merchants during the operation process, including handling payment system exceptions, transaction exceptions, etc., and improve the merchants' self-solving ability.
Merchant Access and Project Management:
Be responsible for the technical access of institutional merchants and promote the whole-process management from merchant signing to formal launch.
Organize and coordinate internal resources (R&D, product, risk control and other teams) to ensure the implementation of technical solutions and on-time delivery.
Monitor the key nodes in the access process, identify potential risks and promptly promote optimization.
Operational Support and Problem Management:
Be responsible for the daily technical support during the merchant operation stage, including troubleshooting of abnormal transactions, response to system failures, problem follow-up and closed-loop processing.
Regularly summarize the common problems of merchants, optimize the FAQ and technical documents, and improve the merchants' self-handling ability.
Analyze the complaints and feedback from merchants, and promote product and technical improvements in combination with business requirements.
Cross-departmental Collaboration and Process Optimization:
Coordinate the product, R&D, risk control and other teams worldwide to promote the efficient execution of merchant access and payment-related projects.
Establish and optimize the merchant support process to improve the problem response speed and processing efficiency.
Participate in the construction of the technical support system, establish an efficient technical support and problem response mechanism, improve the global merchant support ability, and optimize internal operation tools and automation solutions.
Job Requirements:
Have technical support experience in the payment industry or related fintech industry, and understand businesses such as cross-border payments.
Be familiar with API docking and payment system architecture, and possess basic technical troubleshooting capabilities (such as log analysis, database query, etc.).
Have good problem analysis and solving abilities, and be able to independently promote the implementation of technical solutions.
Have excellent project management ability, be able to coordinate multiple parties' resources, and ensure the smooth access and stable operation of merchants.
Have strong risk awareness and problem prediction ability, and be able to proactively identify potential risks and drive improvements.
Communication and Cross-cultural Collaboration:
Have good cross-team communication skills, and be able to collaborate efficiently with merchant, product, R&D and other teams.
Have excellent customer service awareness, and be able to understand merchants' needs and provide appropriate technical solutions.
Have good English and Mandarin communication skills (both written and spoken), and be able to smoothly dock with global merchants and internal teams.
Those with basic development or data analysis capabilities in SQL, Python, Java, etc. will be given priority.
Those with work experience in industries such as cross-border payment, banking, and finance will be given priority.
Those with TO B business support experience and familiar with merchant management, payment products, and open platform construction will be given priority.
Seniority Level:
Mid-Senior level
Employment Type:
Full-time
Job Function:
Information Technology
Industries:
Financial Services and Banking
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