Operations Support Technician

Operations Support Technician 

Are you passionate about solving complex technical problems while delivering exceptional customer support? Do you thrive in fast-paced environments, working with cutting-edge payment technologies and global clients? If so, we want you to be a part of our team

About Our Client

Our Client is a global leader in providing innovative payment solutions to top-tier merchants, app stores, and millions of end-users around the world. Our Production Support Operations team is at the heart of maintaining seamless operations, ensuring every customer and partner interaction is a positive one. As an Operations Support Technician, you'll play a critical role in supporting technical systems, troubleshooting issues, and exceeding customer expectations with every interaction.

Why Join Us?

At Our Client, we pride ourselves on being a diverse and dynamic workplace where innovation thrives. Here, your contributions won't just be valued—they will be critical to our success. If you are excited about working with global clients and passionate about the latest in FinTech, you'll fit right in

The Role: Operations Support Technician

As an Operations Support Technician, you'll be the go-to expert for providing technical and product support across multiple channels, including email, chat, and service management tools. Your main mission? To keep our best-in-class payment services running smoothly by troubleshooting technical issues, ensuring timely solutions, and collaborating with cross-functional teams to exceed service expectations.

Key Responsibilities:

• Provide top-notch technical support through email, chat, and service management platforms.
• Diagnose, troubleshoot, and resolve technical issues within service level agreements, while offering creative solutions for complex cases.
• Collaborate with support analysts, engineers, and other teams to resolve advanced technical inquiries.
• Maintain high-quality service delivery, ensuring our clients' operations continue without interruption.
• Escalate complex cases to senior technical teams when necessary, always ensuring client satisfaction.
• Contribute to improving support processes by documenting case resolutions and contributing to knowledge bases.
• Utilize advanced analysis tools to investigate and resolve technical support requests.

What We're Looking For:

• A Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• At least 2 years of customer-facing support experience, with 5 years of overall experience in supporting technical products and systems.
• Strong programming knowledge (Java or Python is a plus), with an understanding of web application development and API integration.
• Experience working with MySQL databases and troubleshooting skills with cloud computing platforms, particularly AWS.
• Analytical and problem-solving skills with proficiency in diagnosing issues through logs, stack traces, and error messages.
• Hands-on experience with electronic payment processing and troubleshooting in e-commerce environments.
• Familiarity with service management tools such as Zendesk, Jira, or ServiceNow.
• Strong data analysis abilities with proficiency in relational databases, Excel, and data visualization tools.
• An ability to communicate complex technical information to both technical and non-technical stakeholders.
• A customer-centric mindset with a commitment to providing exceptional service, even under pressure.

What's in It for You?

• Competitive Salary and performance-based incentives.
• Healthcare & Retirement Benefits to support your well-being.
• Professional Development opportunities, including continuous learning and growth in a dynamic and innovative environment.
• The chance to work with global clients and cutting-edge FinTech solutions.
• A collaborative and supportive team environment that encourages creativity and innovation.

If you're ready to take on an exciting new challenge in the world of global payment services, apply today and join a team that's making a difference in FinTech