Merchant Technical Support Specialist

6 days ago

London, Greater London, United Kingdom Paramount Commerce Full time
Merchant Technical Support Analyst

We are Paramount Commerce, a leading fintech company dedicated to simplifying payments in Canada. Our mission is to provide secure and efficient payment solutions that support seamless transactions.

We are seeking a skilled Merchant Technical Support Analyst to join our team in the UK. As a key member of our Merchant Technical Support team, you will be responsible for providing technical assistance and support to merchants who use our products.

Key Responsibilities:

  • Act as the primary point of contact and resolution owner for complex technical inquiries from merchants, providing timely and effective assistance.
  • Effectively troubleshoot and diagnose issues encountered by merchants, utilising deep technical troubleshooting abilities, including log analysis, to identify root causes.
  • Utilise the Salesforce system provided to track, manage, and escalate issues, ensuring adherence to SLA for issue resolution.
  • Collaborate cross-functionally with Platform, Product, and Engineering teams to analyse potential bugs and devise solutions, ensuring swift resolution of critical product issues.
  • Continuously improve processes and streamline workflows to enhance efficiency and effectiveness in supporting merchants.
  • Work with the team to address individual as well as team backlog, prioritising tasks effectively to meet business objectives.
  • Build, analyse, and maintain SQL queries to troubleshoot and resolve issues, demonstrating proficiency in SQL and application support.
  • Familiarity with Datadog logging and setting up alerts, dashboards, etc., to monitor system performance and address issues proactively.

Requirements:

  • Bachelor's Degree or Diploma in Computer Science or Computer Engineering field.
  • 3-4 years of relevant experience working directly in a Technical Support role.
  • Exceptional customer service and verbal/written communication skills.
  • Ability to manage multiple tasks with high attention to detail and accuracy within specified timeframes.
  • 2-3 years of experience in SQL and application support, with proficiency in understanding and writing SQL queries.
  • Experience with system monitoring tools, ticketing platforms (e.g., ZenDesk, Salesforce), and AWS and Datadog.
  • Willingness to work rotating shifts including weekends.
  • Prior experience working with Teleport and Postgres database.
  • Familiarity with Rest APIs, Atom, Postman, Linear, Notion, etc.

We are committed to creating a diverse and inclusive work environment where our employees can thrive. We believe that diversity of thought, background, and experience are essential to achieving our mission to simplify payments.

By submitting an application to us, you acknowledge, understand, and agree to our use of your personal data as set out in our Recruitment Privacy Notice. Read more about our Recruitment Privacy Notice.

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