E-com Support Engineer at PayFast

About the team  

• Ecommerce Operations Team is responsible for On boarding, Merchant integration, Go Live assistance, addressing the business as Usual production queries/ issues for Banks and merchants across Middle East and Africa.
• The gateways supported are- Cybersource, MIGs, Comtrust, NeO, MPGs, N-Genius Online and DPO gateway.
• In addition to this the team will assist projects, new releases, product updates on the new gateway.
• Also collaborate with internal and external teams, vendors and partners to support this rapidly growing business.

About you  

• You’d love working with us If you thrive working in a fast-paced environment helping meet the demands of our rapid growth. 

You’ll fit in perfectly with our culture if you:  

• Get energised by a fast-paced environment  
• Cherish a good work-life balance  
• Are adaptable and don’t mind a bit of chaos now and again  
• Regard collaboration as an essential part of getting the job done  
• Pride yourself as being a self-starter who doesn’t lack motivation  
• Don’t need to be micromanaged  
• Take feedback well and use it for self-improvement  
• Welcome change and new ideas  
• Value the importance of diversity  

 What you'll be doing  

• On a daily basis manage E-com production requests /queries/issues from the internal and external customers tickets to be addressed within the SLA.
• Perform problem recognition, research, isolation, resolution and follow up steps for Tier 1,2,3 issues.
• Providing support to internal and external customers. Provide accurate and creative solutions to system problems from moderate to large nature to ensure availability and system stability. Able to co-ordinate with the network, sales, merchants, fraud management, Settlement, operations teams, Chargeback teams schemes, Vendors to solve BAU issues
• Monitor systems/system alerts and proactively identify trends. Make recommendations to management and/or business leaders to resolve issues. Recommend systems modifications.
• Highly technical troubleshooting skills- payment transactions, technical investigations.
• Knowledge on Payment interfaces is an advantage.
• Patience, attending calls to troubleshoot with merchants/Developers all over the world.
• Configuring production setups
• Experience in handling production issues
• Unlocking / Locking the merchant accounts based on requests
• Maintaining excel sheet with Issues on a daily basis based on Priority
• Acquire and maintain domain knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
• Deploy code utilizing system tools. Monitor implementation, identify and resolve potential issues, partner with development to resolve.
• Contribute to the development and maintenance of a problem resolution knowledgebase. Document issues, changes and instructions, using discoveries for process improvement and policy change.
• Work with internal business stakeholders to understand business needs and create solutions using knowledge of systems. Act in an advisory role, gather information about future needs, report on trends, and make recommendation for system changes.
• Participate in large scale, complex projects. Identify issues, create plans, gather information and resources, establish milestones, track and report on progress, coordinating with multiple groups, and implement recommendations.

What you'll need  

• E-Commerce-Online Payment Gateways knowledge eg- MIGs, Cybersource, NeO, MPGs, NGO or has worked/ has knowledge in other top payment gateways integrations. This includes online payment flows, setups, and transaction level troubleshooting
• Key account management
• Merchant training, webinars
• Customer support
• Working in a customer facing environment
• Usage of AGILE, Salesforce, JIRA, REMEDY, Access, MS Excel, V+, Quality Center, Base 24,
• Ability to troubleshoot and take the lead on technical issues and find root cause.
• Strong communication, analytical skills and strong organization skills
• Able to lead the investigations internally and take ownership of the issue until closure
• Development background would have an added advantage
• Team player and able to empathize with the client.
• Customer focused and should be able to work under pressure.