Technical Support Engineer at Korapay

About the Role

• As a Technical Support Engineer at Kora, you will be responsible for ensuring our merchants’ technical queries are resolved in time.
• In this role, you will be working closely with the Engineering and Merchant Success teams by assisting our merchants in resolving queries and escalating issues to the Engineering team.

Reporting Relationships & Stakeholder Engagement:

• Report to the CTO working as part of the ever-innovative Engineering team.
• Working collaboratively with our CTO (Chief Technology Officer), Product Management, Product Design, Merchant Success, Business, Compliance, and Information Security teams.

Your Mission

• Provide technical support: Support merchants across phone, email, chat, and other channels before, during, and after onboarding, ensuring a strong customer experience.
• Troubleshoot and resolve issues: Investigate technical and product-related issues, take ownership of incidents, resolve them within SLA, and escalate complex or critical issues appropriately.
• Collaborate across teams: Work closely with Merchant Success, Product, Engineering, and integration partners to identify bugs, resolve issues, and ensure successful product integrations.
• Manage merchant relationships: Own the technical relationship with merchants, understand their business and technical needs, recommend suitable solutions or product enhancements, and support successful integrations and ramp-up.
• Improve processes and knowledge: Document issues and resolutions, maintain knowledge bases and reports, provide customer feedback to Product teams, and identify opportunities to automate routine processes.

Requirements
You’ll be a strong fit for this role if you have:

• A minimum of 3 years of experience in a similar role in a B2B environment, financial services or banking industry.
• Experience in dealing with customers from a technical approach.
• Experience working with and understanding APIs and API testing platforms and the capability of explaining them to third parties.
• Strong knowledge of financial technologies, such as payment processing, financial data analysis, and compliance.
• Great written and verbal communication skills - needed for communicating with a range of people, both internally and externally, as well as good presentation skills.
• Passion for customer success and deep interest in understanding client needs.
• Experience in delivering client-focused solutions based on customer needs.
• Excellent interpersonal and communication skills to build effective relationships with customers and ability to explain technical issues to non-technical stakeholders.
• Exceptional organizational skills, with the ability to manage multiple activities and projects at the same time.
• Experience with CRM and ticketing systems, such as Zendesk or Salesforce.
• Strong analytical and problem-solving skills.
• Proven understanding of the Fintech space and the disruptive opportunities being created.
• Good knowledge of SQL, especially MySQL.