Technical Support Engineer

Summary

Join Kora's growing team as an Intermediate Technical Support Engineer! You will be the primary point of contact for technical support, troubleshooting and resolving issues related to Kora's payment platform. This role requires strong communication and problem-solving skills, experience in a technical support role (preferably in fintech), and proficiency with various tools and technologies. You will collaborate with various teams to ensure timely and effective solutions, maintaining high customer satisfaction. Kora offers a remote work environment with flexible hours, along with various benefits including health insurance, paid time off, parental leave, performance bonuses, and more. If you're passionate about fintech and providing exceptional customer support, apply today!

Requirements

• 3+ years of experience in a technical support role, preferably in the fintech industry
• Strong communication skills and ability to explain technical issues to non-technical stakeholders
• Excellent problem-solving skills with the ability to troubleshoot complex technical issues
• Strong communication skills, both written and verbal, with the ability to simplify complex information for non-technical stakeholders
• Ability to provide step-by-step technical guidance, both written and verbal
• Customer-centric mindset with a focus on delivering high-quality support
• Ability to manage multiple priorities in a fast-paced, dynamic environment
• Strong attention to detail and a proactive approach to identifying and solving problems
• Ability to work independently and within a team
• Good knowledge of databases (e.g., MySQL) and ability to run basic queries
• Proficiency with CRM and ticketing systems, such as Zendesk, Salesforce, Jira Service Management
• Strong understanding of APIs, web services, and troubleshooting API-related issues

Responsibilities

• Serve as the primary point of contact for technical support inquiries, helping customers troubleshoot and resolve issues related to Kora's payment platform
• Provide timely, accurate, and thorough resolutions to customer-reported issues, ensuring a high level of customer satisfaction
• Work closely with the product and engineering teams to escalate and resolve more complex technical issues
• Analyze and document recurring technical issues to identify trends and suggest improvements to our systems and processes
• Create and maintain internal and customer-facing documentation to ensure resources are up-to-date and accessible
• Assist in onboarding new business clients by providing technical support during the integration of Kora's products
• Maintain a deep understanding of Kora’s products and services, keeping up with updates, new features, and changes in functionality
• Collaborate with the merchant success, product, and engineering teams to ensure smooth communication and swift issue resolution
• Participate in on-call rotations to provide support outside of regular business hours when necessary
• Escalate technical issues to appropriate teams and follow up until resolution
• Monitor our payment integration channels and escalate technical issues to the integration partners
• Develop proactive ways of automating routine tasks within the team functions
• Take full ownership of an issue without supervision and handle and solve the issue depending on the complexity of the problem via the incident management tool and within the stipulated SLA
• Advocate for the merchants internally

Preferred Qualifications

Experience with payment processing systems and/or payment gateways is a strong advantage

Benefits

• Health insurance
• Sponsored and tailored training
• Paid parental leave
• Paid time-off
• Flexible work style
• Annual performance bonus
• Low-interest loans
• Employee assisted programs
• Day off on your birthday
• Employee resource groups that provide supportive communities within Kora
• Great company culture and the opportunity to work with a highly collaborative team building something great!