Customer Experience Specialist

PayU, a leading payment, and Fintech company in 50+ high-growth market throughout Asia, Central and Eastern Europe, Latin America, the Middle East, and Africa, is redefining the way people buy and sell online for our 200.000+ merchants and millions of consumers. As a leading online payment service provider, we deploy more than 300 payment methods and PCI certified platforms to process approximately 1.2 million payments every single day.

Two years ago, we acquired ZOOZ, our one-stop shop for international payments operation markets who manage and optimize multiple payment providers through a single platform.
ZOOZ, a PayU company, provides a payments platform designed to help merchants improve and optimize their payments activities. We help merchants reduce costs, increase conversions, fight fraud and expand globally.

We are an enterprise payments platform that allows easy connectivity to multiple providers globally while leveraging data to optimize transactions.

About the Role

If you like technology and enjoy helping people to better understand and use it, join our Customer Experience team!

The Customer Experience team addresses the end-to-end needs of our customers, from pre-sales and integration assistance to post-sales support and analytics. You’ll be part of our dedicated and dynamic team collaborating with other global groups across the company, including Engineering, Infrastructure, Product Management, Sales, and Account Management.

As a team, we teach and motivate one another, aspiring to deliver the best quality of work internally and to our customers on a daily basis. You’ll have the opportunity to collaborate with international customers who use our payments platform, using your creativity, analytical skills, and perseverance to tackle problems ranging from the straightforward to the complex.

We are looking for a Customer Experience Specialist who will be responsible for providing global first-class service.

You will need to be familiar with the Payments ecosystem and our platform and learn our customer needs.

This is a full-time position that includes being on-call during nights and weekends.

Roles & Responsibilities

• Answer clients’ API questions via multiple support channels.
• Provide client support and technical issue resolution via email and phone.
• Review customer inquiries and questions, acquire all relevant details, troubleshoot and resolve issues.
• Provide timely, efficient and professional follow up to customers inquiries.
• Communicate directly with clients and management to coordinate issue resolution.
• Assist and initialize training materials and internal/customer-facing documentation.
• Rotate On-Call duty with other staff members (if necessary).
• Escalates incidents when necessary.
• Open and monitors incidents created with 3rd party providers.

Requirements

• 3 years experience as a Support Engineer and working with global customers.
• Experience with Help Desk ticketing system management, ticketing routing and maintaining a high level of service according to SLA and KPIs.
• Tech-savvy and strong technical capabilities.
• Experience with API calls, logs, and SQL.
• Ability to understand and troubleshoot system/API/applications flows and provide solutions
• Ability to learn and support new platforms quickly, self-taught and self-reliance when finding solutions.
• Strong attention to detail in organization and process workflows.
• Excellent communication skills including verbal and written.
• English – mother tongue is an advantage.
• Experience in the Payments industry – an advantage.
• Relevant Bachelor degree (Computer, Industrial Engineering, etc).