Technical Support Engineer
Commitment: Full-time
Location: Poznań, Poland
Work type: hybrid
Job Description:
The purpose of this role is to provide technical and integrations support to PayU customers (merchants). You will be assisting our customers during their integrations stage when they decide to work with PayU, walking them through the technical integration process making it as seamless and possible. You will also assist them during any technical difficulties they may experience once they already work with us. As a part of this role, you will also diagnose and troubleshoot reoccurring incidents, introduce documentation or process improvements.
RESPONSIBILITIES AND KEY ACTIVITIES:
- Technical support of PayU Customers – buyers and merchants
- Integration support of PayU Merchants
- Resolving Cases in CSM tool, support Customers by e-mail
- Support local teems with technical knowledge and own skills
- Ownership of Incidents, Requests and Problems until case gets resolved
- Monitoring of all necessary applications, dashboards, transaction platforms, logs, communication channels etc.
- Creation and update of technical documentation and internal knowledge bases
- Diagnostics of Incidents, requests and problems
- Reporting and escalating technical issues with payment platforms.
What we offer:
- Full-time employment
- Hybrid work model
- Opportunity to work with global customers
- Support local teams with technical knowledge and own skills
- Ownership of Incidents, Requests and Problems until case gets resolved
- Monitoring of all necessary applications, dashboards, transaction platforms, logs, communication channels etc.
- Creation and update of technical documentation and internal knowledge bases
- Diagnostics of Incidents, requests and problems
- Reporting and escalating technical issues with payment platforms.
QUALIFICATIONS AND EXPERIENCE :
- At least 2 years’ experience as a technical support and working with global customers
- Experience with Help Desk ticketing system management, ticketing routing and maintaining a high level of service according to SLA and KPIs
- Experience with API calls, logs, and SQL - Mandatory
- Proven experience in execution of complex customer service issues, tier 2 is an advantage
- English and Polish - fluent required. Mother tongue is an advantage
- Relevant Bachelor degree (Computer, Industrial Engineering, etc.)
SKILLS & KNOWLEDGE:
- A people person, teamwork, positive can-do attitude
- Ability to understand and troubleshoot system/API/applications flows and provide solutions
- Ability to learn and support new platforms quickly, self-taught and self-reliance when finding solutions
- Tech-savvy and strong technical capabilities
- Strong attention to detail in organization and process workflows
- Excellent interpersonal and communication skills
- Customer-centric approach
- Online payments or eCommerce knowledge will be an advantage
