Merchant Helpdesk- Associate (Technical) - Noida

Paytm Payments Services; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Paytm Payments Services is seeking a SPOC for Online Merchant Tech/Success Rate support, collaborating with internal teams to troubleshoot daily issues and deliver resolutions within SLA timelines.

The role involves monitoring production systems, communicating with merchants and stakeholders, and understanding product suites for implementation. Applicants should have 1–3 years in Applications & Production Support and basic coding knowledge.

Qualifications

• Educational qualification: BCA/BSc CS/BE-CSE/B.Tech-CS/MCA/M.Tech-CS.
• 1 year to 3 years of relevant experience in Applications & Production Support.

Responsibilities

• Troubleshoot production issues to identify root causes across product configurations, server issues, or coding defects.
• Acknowledge and respond to tickets within defined SLA’s and provide end-to-end resolution.
• Act as liaison between client and engineering teams for quick, meaningful resolutions.

Skills

APIs

SQL

Linux

Java

Communication

Analytical thinking

Team collaboration

Multitasking

Education

BCA/ BSc CS/ BE-CSE/ B.Tech-CS/ MCA/ M.Tech-CS

Job description

About Us:

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

About the team:

Will be a part of Paytm Payments Services Limited Team for Merchant Ops (Online)- MHD

About the role:

Working as a SPOC in conjunction with the internal Online Merchant’s Tech/Success Rate Team for Online & Enterprise Merchants in troubleshooting daily issues & providing resolution within defined SLA’s. Acknowledge and respond to Merchant tickets raised & providing end to end resolution within the defined SLA’s. Track open issues and update Merchants/ Internal Stakeholders as needed.

Expectations/ Requirements:-

• Troubleshoot production issues to find the root cause and find solutions that may be related to product configurations, server issues, or coding defects
• Acknowledge and respond to tickets submitted via following the defined SLA’s
• Act as a liaison between the client, and engineering teams to find quick and meaningful resolutions to technical issues.
• The individual will be working along with his Team, Paytm Product, Tech, and Business Team to understand different product suites and their implementation.
• Perform regular monitoring of production systems.
• Track open issues and update clients as needed.
• Payments Gateway and Integrations knowledge is a plus (API and SDKs)
• Able to Analyze Transaction Failures, Payment Flows, API Issues & Staging Issues.
• Excellent team player with strong interpersonal skills and be able to interact with multiple internal teams / Key account managers/ Customers.
• The individual must have a good understanding of IT terminology and concepts with up-to-date technical knowledge and an in-depth understanding of any coding language
• The individual must be able to work in a 24*7 environment
• A creative and dedicated individual who will fit with our collaborative culture
• Cohesively work with a lot of people, across functions and teams every day
• Smart thinking and clear communication
• Be a brand ambassador for Paytm – Stay Hungry, Stay Humble, Stay Relevant!
• Educational Qualification: BCA/BSc CS/BE-CSE/ B.Tech-CSE/ MCA/ M.Tech-CS.
• 1 year to 3years of relevant experience in Applications & Production Support.

Superpowers/ Skills that will help you succeed in this role :-

• High level of drive, initiative and self-motivation
• Good knowledge of APIs
• Good knowledge of SQL
• Good knowledge of Linux environment.
• Basic knowledge of Java or any object-oriented language.
• Ability to balance and prioritize work.
• Strong analytical and debugging skills.
• Excellent multitasking skills and communication skills - both verbal and written.
• Ability to understand architectural designs.
• Ability to work under high-pressure and agile environment.
• Ability to work independently and as part of a team.
• Open to work in weekends/non-working hours whenever required.
• Ability to take internal and external stakeholders along
• Understanding of Technology and User Experience
• Love for simplifying
• Growth Mindset
• Willingness to experiment and improve continuously

Why join us?

• A collaborative output driven program that brings cohesiveness across businesses through technology
• Improve the average revenue per use by increasing the cross-sell opportunities
• A solid 360 feedback from your peer teams on your support of their goals
• Respect, that is earned, not demanded from your peers and manager