Position Title : Technical Monitoring Support Executive
Job Location : Mumbai, (Andheri-W); Near Azad Nagar Metro Station.
Qualifications : Any Graduate.
AIM OF THE ROLE
The Monitoring Support Desk is responsible for managing prompt resolution to client requests in a highly secured environment. The ideal candidate is a motivated self-starter that can work independently in a fast paced, ambiguous environment with limited supervision. He or she must be a fast learner, who can quickly absorb the nuances of BillDesk’ varied payment offerings as well as the behavior of BillDesk’ internal systems.
The Monitoring Support Desk (MSD) is an individual contributor and works closely with Engineering, Business and Product to ensure high levels of client satisfaction. Client relationship building is key success criteria for this role. The MSD will provide support via phone, email, and future new services as needed. We are looking for strong, passionate, and self-motivated individuals that have the desire and capability to think on their feet. The MSD will act as the support point of contact regarding technical issues/ queries, and will work closely with the primary technology teams to facilitate feedback.
ROLE AND RESPONSIBILITIES
• Prioritize issues and troubleshoot them independently while coordinating closely with Engineering, Business and Product teams.
• You will be required to answer emails/ calls/ stay available for answering calls for the entire duration of the given shift.
• Document all customer interactions and resolutions in the existing case management systems.
• Use available support tools to diagnose and resolve product and technical issues.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
• Demonstrated written and verbal communication skills, including the ability to effectively communicate complex issues to both technical and nontechnical users.
• Strong customer orientation and possess an excellent work ethic.
• Outstanding troubleshooting and analytical skills.
• Excellent initiative, interpersonal, and problem-solving skills with a strong desire to learn.
• Motivated to learn new products and technologies quickly.
• 2+ years of experience in a monitoring support role.
• Flexible with the aptitude to manage multiple tasks in a fast-paced, dynamic environment.
• Payments industry experience is a plus.
• Previous API support and Regex knowledge is a plus.
• Unix/Linux experience is a plus.
• Working knowledge of a development and scripting language required. Java, PHP, and/or Perl is a plus.
• Working knowledge of SQL, and at least one database environment is a plus.
• Payments industry experience.
• Previous API support and Regex knowledge.
• Unix/Linux experience.
• Working knowledge of a development and scripting language required. Java, PHP, and/or Perl.
• Working knowledge of SQL, and at least one database environment.