Tech Support

About the Company Easebuzz is a payment solutions (fintech organisation) company which enables online merchants to accept, process and disburse payments through developer friendly APIs. We are focusing on building plug n play products including the payment infrastructure to solve complete business problems.

An equal opportunity employer, we welcome and encourage diversity in the workplace.

About easebuzz

• Definitely a wonderful place where all the actions related to payments, lending, subscription, eKYC is happening at the same time.
• We have been consistently profitable and are constantly developing new innovative products, as a result, we are able to grow 4x over the past year alone.
• We are well capitalised and have recently closed a fundraise of $4M in March, 2021 from prominent VC firms and angel investors.
• Easebuzz’s corporate culture is tied into the vision of building a workplace which breeds open communication and minimal bureaucracy.
• One thing you can be sure of is that you will be surrounded by colleagues who are committed to helping each other grow.

Responsibilities

L1 Support Executive - Software Product (B2B SaaS) Responsibilities

• Act as the first point of contact for client queries, software-related issues, and technical troubleshooting.
• Understand and document user-reported issues, focusing on application errors, system bugs, or usage-related challenges.
• Basic understanding of the Software Development Life Cycle (SDLC) and its phases. • Respond to incoming client queries via calls, emails, or ticketing systems.
• Quickly identify and understand software problems based on user-reported symptoms, using problem solving, logical thinking and pattern recognition skills to analyse root causes.
• Ask standard questions to gather necessary information and raise a ticket for the reported issue, ensuring proper categorization and priority.
• Collaborate with internal (L2, Engineering, and operations) and external teams (Bank teams) to escalate critical software problems and provide timely resolution.
• Follow up on tickets until the issue is resolved and ensure the ticket is closed upon client satisfaction.
• Knowledgeable about common troubleshooting steps and may attempt to resolve issues directly, aiming for First-Time Resolution (FTR).
• Ensure client satisfaction by providing clear, accurate, and timely communication about issue progress.
• Operational support: Support clients in basic software functionalities and guide them in using the product effectively.
• Ensure proper escalation of issues requiring L2 or engineering teams, while maintaining clear documentation for each support case.

Requirements

• Good-to-Have: Basic understanding of Microfinance collection workflows, or Payment systems or Fintech Software.
• Work Location: Kolkata (Work from office)
• Experience: 1 to 2 years of experience in Software tech operations and support functions.