Title: Operations Support Technician

Reporting to: Production Support Manager

Employment Type: Full-time, contract (maternity cover)

Location: Tallinn/Tartu

About Us:

We are a global company providing payment services to our partners, merchant app stores, and their end-user customers. Our Production Support Operations team plays a vital role in ensuring seamless operations and outstanding customer experiences. As a Support Technician, you will be part of our dedicated Production Support team, assisting customers, partners, and internal stakeholders in resolving inquiries and delivering exceptional support.

Role Summary:

As a Support Technician, you will contribute to our best-in-class payment services by providing prompt and accurate technical and product support to customers, partners, and internal stakeholders. Working alongside a team of support analysts, engineers, and support management, you will deliver excellent technical support, exceeding expectations, and meeting service-level agreements. With a strong focus on technical and analytical skills, you will ensure timely and effective resolution of requests.

Key Responsibilities

• Provide technical support across email, chat, and service management channels.
• Prioritize and resolve requests within service level agreements, following standard procedures while offering creative solutions for complex cases.
• Support ongoing operations by handling assigned tasks and maintaining high-quality service delivery.
• Exceed customer expectations through professional, courteous, and efficient interactions.
• Escalate advanced requests to higher-level teams when necessary.
• Contribute to knowledge bases and standard operating procedures, incorporating insights from support case resolutions.
• Utilize analysis tools and databases to gather, analyze, troubleshoot, and resolve requests.
• Maintain a comprehensive understanding of our products, services, and client requirements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• Minimum of 2 years' proven experience in customer-facing support roles, such as customer support, customer success, help desk, or technical support.
• Minimum of 5 years’ work experience working to support technical products and systems.
• Proficiency in a programming language and its associated frameworks and libraries (Java or Python knowledge is a plus).
• In-depth understanding of web application development, deployment, APIs, and micro-services architecture.
• Experience working with MySQL databases, including design, query optimization, and troubleshooting.
• Solid knowledge of cloud computing platforms, particularly AWS, and their services.
• Proficient in analyzing logs, error messages, and stack traces to diagnose and propose solutions.
• Strong problem-solving and analytical skills for effective resolution of complex technical issues.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Proficiency in online electronic payment processing and troubleshooting in ecommerce environments.
• Familiarity with service management tools like Zendesk, Jira Service Management, or Service Now.
• Strong data analysis skills, including relational databases, data visualization, Excel analysis tools (e.g., Pivot tables), and statistical analysis.
• Working knowledge of web applications, mobile applications, and APIs.
• Critical thinking and problem-solving abilities to determine appropriate courses of action.
• Customer-centric perspective with excellent communication skills.
• Ability to thrive under pressure while maintaining professionalism.
• Strong multitasking skills in a fast-paced environment.
• Keen aptitude for learning and technical growth.
• Proactive, accountable, and collaborative team player.
• Flexibility in working hours to accommodate business demand.

The ideal candidate for this role has a minimum of 4 years' experience in customer-facing support, with at least 1 year in the financial services industry. They bring 5 years' experience in technology-related service and support roles or similar account service roles. With a strong record of accomplishment in supporting technical and product operations, they possess excellent analytical and technical skills. Demonstrating proficiency in customer support and intermediate-to-advanced technical support, they excel in delivering exceptional service and resolving complex technical issues. If you meet these qualifications, we invite you to apply and join our team as we strive for excellence in providing top-notch support.