Product Support Executive

Flexmoney Technologies Pvt Ltd; Mumbai; On-site; INR 260,000 - 380,000; Full time

Job summary

Flexmoney Technologies Pvt Ltd in India is seeking a junior support professional to serve as the first contact for merchants and partners, addressing queries about Flexmoney’s products.

You will provide multi-channel support, perform root-cause analysis, and work with Product and Engineering teams to resolve issues, improve processes, and maintain a knowledge library. This role requires a BTech/BE in IT or related field and 0–1 years’ experience, with willingness to learn and to work shifts.

Qualifications

• BTech/BE degree in IT, Computer Engineering or related field.
• Experience level: 0-1 years.

Responsibilities

• Be the first point of contact for merchants and partners with queries about Flexmoney products
• Provide support via all communication channels
• Perform root-cause analysis of issues using data and integration knowledge
• Coordinate with Product, Engineering and lenders to resolve issues and satisfy partners
• Contribute to best practices and explore automation to improve customer experience
• Create and maintain a knowledge library
• Coordinate testing with external partners and internal teams, including UAT
• Suggest innovative solutions and workarounds for customer needs
• Proactively update clients and adhere to SLA guidelines

Skills

Analytical

SQL

Communication skills

Shift work

Willingness to learn

Stakeholder collaboration

Education

B.Tech / BE in IT or Computer Engineering

Job description

Flexmoney Technologies is India's embedded credit infrastructure platform, connecting banks and

NBFCs with a large and growing network of merchants across all sales channels. Through InstaCred

360TM, our omnichannel orchestration layer, we enable instant cardless EMI and BNPL credit at the

point of sale for non-credit card consumers. We are in a high-growth phase, expanding aggressively across enterprise merchants and this is a high-ownership marketing hire at an exciting inflection point.

Key Responsibilities:

• Be the first point of Contact for our Customers (Merchants) / Partners(Merchant Aggregators having queries/ issues related to Flexmoney’s products


• Provide support to our Customers/ Partners via all communication channels


• Perform RCA of reported issues using data and product integration knowledge


• Work with the Product and Engineering teams, increase efficiency, resolve issues for customers by coordinating with multiple Teams from Flexmoney & Lender side to achieve Partner Satisfaction


• Participate and contribute to best practices (tools/process), knowledge sharing & find ways to automate and ideate new things to enhance Customer experience, reduce manual efforts and


• Create and maintain a knowledge library


• Work with external partners and internal stakeholders while participating and facilitating testing including User Acceptance Testing of new features


• Evaluate and suggest innovative solutions and workarounds for customer requirements


• Proactive handling of Support requests by providing regular updates for issues reported to clients without any delay and complete adherence to SLA guidelines.

What we look for?

Experience:

• BTech/ BE degree in IT, Computer Engineering or related field


• Experience Level: 0-1 years

Skills:

• Highly analytical with very good problem-solving skills


• Expertise in SQL and other DB queries


• Excellent communication skills


• Willingness to work in Shifts & Weekends


• Flexible, enthusiastic approach to work including a strong desire to learn new tools & techniques to solve business problems.


• Ability to collaborate with various internal and external stakeholders


• Ability to multitask, learn, execute and excel


• Self-starter, with a passion for technology solutions


• Most Importantly: Willingness to learn