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Rapyd is looking for a dynamic, high-impact Partners Support Specialist who is technically savvy, creative, and curious to provide exceptional high-touch user experience to our clients and partners. This is a hands-on role and you will wear many hats; from interacting directly with our merchants and partners, working closely with other teams to ensure a seamless experience for our users, debug, and develop monitors for the production environment.
As a Partners Support Specialist your responsibilities would include:
Be the first line of defense and escalation for any technical issues
Elegantly handle customer requests and maintain Rapyd’s SLA & customer satisfaction
Escalate and own issues internally and externally with service providers / partners
Develop monitoring tools for the production environment
Extend our knowledge base
Work across departments (Engineering, DevOps, Prof Services, etc.) to resolve customer’s issues. Cover "on-call" shifts as needed to support our global coverage model
Requirements
3-5 years of experience in a technical support role
Strong troubleshooting skills using SQL, Postman, Kibana, Jira and Confluence
Knowledge of API management and bug reporting tools
Customer facing experience in a B2B global company
Ability to work under pressure in a fast-paced environment
Great technical writing and verbal communication skills
Knowledge in the following tools: SQL, Postman, Kibana, Jira , Confluence.
Experience in the payments industry - Big Advantage
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