E-com Support Engineer

E-Commerce-Online Payment Gateways knowledge eg- MIGs, Cybersource, MPGs, N-Genius or has worked/ has knowledge in other top payment gateways integrations.

This includes online payment flows, setups, and transaction level troubleshooting

a.     Key account management

b.     Merchant training, webinars

c.      Customer support

d.     Working in a customer facing environment

e.     Usage of AGILE, Salesforce, JIRA, REMEDY, Access, MS Excel, V+, Quality Center, Base 24,

f.      Ability to troubleshoot and take the lead on technical issues and find root cause.

g.     Strong communication, analytical skills and strong organization skills

h.     Able to lead the investigations internally and take ownership of the issue until closure

i.       Development background would have an added advantage

j.       Team player and able to empathize with the client.

k.     Customer focused and should be able to work under pressure.

a)     Knowledge of payment gateways

b)     Experience of onboarding merchants on different gateways

c)     Patience, attending calls to troubleshoot with merchants/Developers all over the world.

d)     Configuring production setups

e)     Experience in handling production issues

f)      Unlocking / Locking the merchant accounts based on requests

g)     Acquire and maintain domain knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.

h)     Deploy code utilizing system tools. Monitor implementation, identify and resolve potential issues, partner with development to resolve.

i)      Contribute to the development and maintenance of a problem resolution knowledgebase. Document issues, changes and instructions, using discoveries for process improvement and policy change.

j)      Work with internal business stakeholders to understand business needs and create solutions using knowledge of systems. Act in an advisory role, gather information about future needs, report on trends, and make recommendation for system changes.

k)     Participate in large scale, complex projects. Identify issues, create plans, gather information and resources, establish milestones, track and report on progress, coordinating with multiple groups, and implement recommendations.