Customer Success / TAM

Rapyd; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading Fintech-as-a-Service platform is seeking a Technical Support Specialist in Dubai. This role involves being the first point of contact for merchant customers regarding any technical issues, ensuring timely resolution and maintaining high customer satisfaction. The ideal candidate will have 3-5 years of experience in technical support, familiarity with SaaS products, as well as knowledge of API and various bug reporting tools. Strong communication skills in English are essential for effective customer interactions.

Qualifications

• 3-5 years of experience in technical support (Level / Tier 2).
• 2 years of experience with SaaS products.
• Excellent communication skills in English.

Responsibilities

• First line of defense for technical issues with merchant customers.
• Handle customer tickets and requests professionally.
• Escalate and own issues with service providers.

Skills

Technical Support

SaaS Products

API Knowledge

SQL

Postman

AWS Dashboards

Kibana

Jira

Salesforce

Confluence

Customer Communication

Tools

SQL

Postman

AWS

Jira

Salesforce

Job description

Description

Africa is on the cusp of an economic revolution. While Internet- and banking-penetration have come late to Africa, a youth-driven tidal wave of change is sweeping across the continent. As a result, both global businesses and local champions are in a race to unlock its potential.

In partnership with Rapyd, the fastest growing Fintech-as-a-Service platform and Multichoice, the largest entertainment platform on the African continent, we are building the payments platform that is capable of meeting the ambitions of the next generation.

Responsibilities

• Being the first line of defense and escalation for any technical issues relating to Moment’s merchant customers
• The timely and professional handling of customer tickets and requests, maintaining Moment's SLA’s and customer satisfaction objectives
• Escalating and owning issues internally and externally with service providers / partners
• Working across departments (Engineering, DevOps, Prof Services, etc.) to resolve customer's issues

Requirements

• At least 3-5 years’ experience as technical support (Level / Tier 2)
• At least 2 years’ experience with SaaS products
• Knowledge in API and bug reporting tools are a must
• Knowledge in the following tools : SQL, Postman, AWS dashboards, Kibana, Jira , Salesforce, Confluence and AWS dashboards
• Significant customer facing experience
• Great technical writing and verbal communication skills
• Strong debuggability skills with multiple tools
• Experience in a payments industry is an advantage
• Experience in a fast-growing organization is an advantage
• Fluent in English (writing and verbal) is a must