Senior Tech Support

Easebuzz Private limited.

Pune District

On-site

INR 400,000 - 700,000

Full time

14 days+

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Job summary

A fintech company in Pune is seeking a Senior Tech Support Rollout & Adoption professional to resolve complex technical issues and provide user onboarding support. Ideal candidates will have 3-5 years of experience in tech operations, with strong problem-solving skills and the ability to analyze data. This is a full-time role based in the office and offers opportunities for professional growth in a collaborative environment.

Qualifications

3 to 5 years of experience in tech operations and support functions.
Ability to understand user flows and support technical operations.
Experience with publishing MIS reports.

Responsibilities

Resolve complex technical issues requiring deeper system knowledge.
Provide user login and adoption support.
Publish weekly support MIS reports.
Coordinate with the L2 team on recurring issues.
Publish Management Information System (MIS) reports for weekly adoption/usage, as well as any regulatory requirements.
Publish weekly support MIS reports.
Perform weekly trend analysis of production support issues, categorizing them accordingly.
Update user manuals as needed.
Understanding of user flows and technical operations support to help the bank users regarding raised issues.
Must have some technical expertise and should be able to resolve issues on their own or with the help of the tech / engineering team.
Coordinate with the L2 team to address recurring issues and seek permanent resolutions.
Collaborate with the L3/Development Team for journey optimization

Skills

Technical expertise

Problem resolution

User onboarding support

Data analysis

Communication

Job description

Company Profile

Easebuzz is a payment solutions (fintech organisation) company which enables online merchants to accept, process and disburse payments through developer friendly APIs. We are focusing on building plug n play products including the payment infrastructure to solve complete business problems. Definitely a wonderful place where all the actions related to payments, lending, subscription, eKYC is happening at the same time.

We have been consistently profitable and are constantly developing new innovative products, as a result, we are able to grow 4x over the past year alone. We are well capitalised and have recently closed a fundraise of $4M in March, 2021 from prominent VC firms and angel investors. Easebuzz’s corporate culture is tied into the vision of building a workplace which breeds open communication and minimal bureaucracy. An equal opportunity employer, we welcome and encourage diversity in the workplace. One thing you can be sure of is that you will be surrounded by colleagues who are committed to helping each other grow.

Easebuzz Pvt. Ltd. has its presence in Pune, Mumbai, Bangalore, Gurugram

Senior Tech Support Rollout & Adoption Responsibilities/Activities

Focuses on more complex technical issues that require deeper system knowledge and strategic problem resolution.
Escalates issues that cannot be resolved by L1 to the appropriate internal or external teams.
Proactively make outbound calls to onboard users.
Provide user login and adoption support.
Publish Management Information System (MIS) reports for weekly adoption/usage, as well as any regulatory requirements.
Publish weekly support MIS reports.
Perform weekly trend analysis of production support issues, categorizing them accordingly.
Update user manuals as needed.
Understanding of user flows and technical operations support to help the bank users regarding raised issues.
Must have some technical expertise and should be able to resolve issues on their own or with the help of the tech / engineering team.
Coordinate with the L2 team to address recurring issues and seek permanent resolutions.
Collaborate with the L3/Development Team for journey optimization