15/02/2021
As a Technical Support Analyst, you will be part of the Merchant Support and Service Operations Team, delivering exceptional 24/7/365 service to our Merchants from all over the country.
What you will do:
Increase your e-commerce knowledge, by handling Level1/Level2 B2B requests;
Multi-channel customer service via tickets and chats;
Work in shifts to cover a 24/7/365 schedule;
Increase your soft skills, by handling adjacent tasks such as Social Media reviews or escalations;
Increase your focus and problem-solving skills, by troubleshooting 3rd party/custom platforms integrations;
Improve your analytical thinking, by being part of a team that works closely with the Incident Management Team;
Maintain and develop a broad technical knowledge of 2Checkout`s features and services;
Offer solutions to issues that are often non-standard or non-routine;
Represent the first point of contact for internal 2Checkout departments, on product knowledge or technical enquiries;
Adapt and develop prioritization skills by identifying appropriate resolutions within the required timeframe based on SLAs;
Report performance or technical defects;
Monitor our organization's systems from a performance and uptime perspective.
What you need to have:
2+ years of relevant experience in technical support/customer service;
Bachelor's Degree in relevant fields, or equivalent;
Excellent communication skills, you will resolve our partners' inquiries and support your colleagues throughout the organization;
Excellent command of English language (both written and spoken), preferably C1/C2;
Results oriented attitude - our team and company's primary interest is to deliver qualitative results;
Solution oriented approach – we focus on delivering full solutions, not only replying to inquiries;
Analytical thinking – do you feel energized by dealing with complex issues?
Team-player skills/ Focus on developing and helping self & others – you will work in a multicultural environment, across different continents;
Flexibility to work in shifts.
Nice to have:
ITIL foundation concepts or degree;
Experience working with Zendesk, Jira and SLAs;
Basic to intermediate API/HTML/PHP/JavaScript knowledge/understanding;
Debugging, troubleshooting and bug reporting;
E-Commerce concepts;
Experience with networks (IP, TCP, HTTP, firewalls, proxy servers).