The Role :
The Individual works directly with developers, clients and internal teams on post-integration issues to provide technical support, consulting and best practices. This individual will report to the person heading Technical Support of Business Engineering at Razorpay. This individual will ensure successful resolutions have been provided to our Merchants for the tickets/queries raised by them.
Roles and Responsibilities :
1. Addressing technical queries on APIs, and Plugins and complete Razorpay product suite.
2. Communicates technical issues to merchants and internal departments. The role will require discussing solutions with CXOs and highly competent tech teams.
3. Identifies irregularities in functionality and unexpected behaviors with Razorpay products and services.
4. Provide timely resolution to merchants and assist them with Level 2/3 support team with product knowledge and technical troubleshooting & Debugging skills.
5. Report Issues or bugs to Product /Software engineering teams by raising Jira and work towards a resolution with collaboration.
6. Capture issues in our CRM (FreshDesk), update progress on a regular basis and resolve issues of the merchant.
7. Act as an advocate for technical queries and expertise in terms of knowledge for razorpay products, their implementations and usages.
8. Enhance the overall experience of our merchants by providing support for technical issues without redirecting them to the developers.
9. May travel to client sites in order to resolve extremely complex customer and integration issues.
Mandatory Qualifications :
1. To explain complex information in simple, clear terms to a non-IT personnel.
2. Excellent written and verbal communication skills; good team player; highly motivated self-starter; good relationship builder with strong diplomacy skills.
3. Ability to deal with complex issues and bring it to closure with least dependency.
4. Logical thinker with good analytical and problem-solving skills.
5. Good to have Up-to-date technical knowledge in payment gateway domain.
6. Ability for in-depth understanding of multiple products and processes.
7. Good interpersonal skills coupled with quick decision making while advising the client or Sales team.
8. Knowledge of at least one frontend (HTML/CSS/JS/Angular/Flutter/React Native) and server-side technologies (Java/C++/Python/Go).
9. B.Tech/M.Tech degree from reputed college (CS/IT equivalent degree preferred).
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