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Merchant Technical Support Manager (m/f/d) - remote

Payoneer Merchant Services
Posted 2 years ago
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Are you looking to be part of an international and revolutionary Fintech company? Interested to shape the world of payments and be an integral part of a dedicated team in a fast-paced environment?



THE POSITION


We are expanding and are looking for a Merchant Technical Support Manager (m/f/d) to support our core Merchant Onboarding and Support team in Munich.


You will be a key player within the Onboarding and Support team and will actively contribute to maintaining the highest level of support service we want to provide to our merchants.


You will use your strong communication and client service skills to continuously engage with internal and external stakeholders to resolve our merchants’ technical issues as efficiently as possible. You will work closely with multiple internal teams: Sales, Account Management, Sales Engineering, Merchant Onboarding and Product teams.



KEY RESPONSIBILITIES

  • Become an integral part of our core support team and assist our merchants experiencing technical challenges while processing through our platforms
  • Work closely with our merchants’ technical teams to assist with integration and configuration questions
  • Prioritize your tickets, raised by our clients, using your technical and soft skills to understand the merchants requirements and our SLAs
  • Communicate with payment providers as well as internal teams to diagnose and solve technical issues for our merchants
  • Follow our escalation procedures for critical issues and working closely with the internal engineering organization and product managers
  • Participate in the on-call service rotation to provide merchants support in the evenings and over weekends
  • Use the available tools to investigate, troubleshoot and resolve the issues raised to you


REQUIRED SKILLS and EXPERIENCE

  • Service oriented mindset where you aim to provide consistently the best support to our merchants
  • Highly motivated, flexible, well-organized person who can work unsupervised and also very effective in a team environment
  • Strong analytical skills and very practical approach in solving challenges
  • Deep technical understanding of web services / APIs and system integrations (JavaScript, React)
  • Excellent written and spoken English skills to a level where you can confidently explain complex concepts and transfer knowledge to other people

 
DESIRED SKILLS

  • Two years’ experience in a technical merchant support role
  • Previous experience with e-commerce payment methods and payment flow related products
  • Programming experience in Java and/or Python
  • Incident &Service management experience following ITSM
  • German language skills

 
WHAT WE OFFER

  • A dynamic and spirited team that knows how to work hard and have fun
  • High steep learning curve and a dynamic industry potential for personal development
  • A working environment built around people
  • The possibility to do remote work in accordance with company policies
  • High potential for personal development
  • The ability to have an impact and shape the future of Merchant Services at Payoneer
  • Flexible working style
  • Spacious, naturally lit office space
  • Regular team events
  • Qualitrain
  • Gym subsidy
  • All the equipment required for you to do your job will be sent to your home

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