Technical Support Engineer at PalmPay

Job Desscription

• Data analysis of payment channel and problem analysis
• Deal with and respond to business problems, cooperate with customer service team to solve problem
• Collect requirements, collect suggestions and optimize products;
• Coordinating and promote the problem solving of each department, and optimize the work flow of each department;
• Following up channel problems and contact channel supplier to locate and solve problems;
• Timely respond to Shenzhen team issues and report the progress of problems;
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity.

Job Qualification

• Bachelor's Degree or above, major in Computer Science
• 5 - 10 years working experience, can understand code and analysis log
• Good logical thinking ability and self-study ability
• Positive and responsible working attitude, good communication ability and coordination ability;
• Be able to respond and cooperate with all departments in time
• Be able to work overtime on holidays.