Responsibilities
- Providing support to our partners in isolating, diagnosing, reproducing, and fixing technical issues in a timely manner.
- This role requires you to identify and root cause of product defects and offer a quick resolution in collaboration with our developers if necessary.
- Works directly with developers, partners, and internal teams on pre-integration/post- integration issues to provide technical support, consulting and best practices.
- Addressing technical queries on APIs, SFTP set-up and other product configurations.
- Communicates technical issues to partners and internal departments.
- Provide timely resolution to our partner and assist them with Level 1 support with product knowledge and technical troubleshooting skills.
- Enhance the overall experience of our partners by providing support for technical issues.
- Analysing logs so you can spot common trends and underlying problems and escalate them to the product team in a timely manner.
- The candidate will be suitably well-versed with the appropriate information security responsibilities for the role and is responsible for adhering to them.
- Understanding partners business use case.
- Describing Kaleidofin products to partners. (Presales/Post-sales calls for clients).
- Product demo/docs walkthrough.
- Handling partner tech queries on email, live chat and calls.
- Handling/debugging merchants Integration issues. (All Kaleidofin products, including SFTP set-up, APIs, SDKs, etc. )
- Owning the support documentation initiative and ensuring that integration documentation is up to date.
- Conducting in-depth analysis for every issue before reaching out to any cross- functional teams for further support.
Requirements
- 1 to 5 years of experience handling clients for different API integrations from reputed fintech companies.
- FinTech experience is a must.
- To explain complex information in simple, clear terms to non-IT personnel.
- Additional skills required: - Ability to deal with complex issues. - Logical thinker.
- Good analytical and problem-solving skills. - Up-to-date technical knowledge.
- An in- depth understanding of the product and process.
- Good interpersonal and customer care skills. - Accurate record-keeping.
- Excellent communication skills.
- Proficiency in English (both written and verbal).
- Experience in web development in one or more of the following: Java, JavaScript, C, C++, C#, VB. NET, PHP, or Python will be an added advantage.
- Hands-on experience with at least one programming language.
- Database queries (using SQL, etc. )
- Should be able to read and understand different types of APIs in JSON, XML and other formats and should be able to use and prepare Postman collections for different APIs and help the partners integrate with these APIs.
- Any Bachelor's degree (Technical degree preferred).
This job was posted by Poornima B from Kaleidofin.
