Senior Technical Support Engineer

As a Tech Support Account at Paymob in the MENA region, you will provide technical support to our clients and internal teams. You will assist in troubleshooting and resolving issues related to financial technology products and services, ensuring smooth operations and high levels of customer satisfaction. Your role will be crucial in maintaining the reliability of our platform, handling technical queries, and contributing to the growth of the company.

RESPONSIBILITIES

• Client Support : Provide timely, professional, and effective technical support to merchants, addressing technical issues related to payment systems, digital wallets, APIs, and other Paymob’s services.
• Issue Troubleshooting : Diagnose and troubleshoot technical problems related to online payment systems, e-commerce Plugins, APIs, mobile banking apps, or other financial technologies.
• Product Support : Assist customers in understanding and using financial products, such as payment gateways, digital wallets, and other FinTech tools.
• Account Management : Monitor and manage merchant issues, ensuring all issues are logged accurately. Follow up to ensure problems are resolved and customers are satisfied.
• Escalation : Collaborate with senior technical teammates or engineering teams to escalate and resolve complex or unresolved issues on time.
• Customer Education : Guide merchant through our supported platforms and educate them on system features, best practices, and troubleshooting techniques.
• Continuous Improvement : Gather and analyze merchant feedback to suggest process or system improvements that enhance the user experience.
• Product Knowledge : Stay up-to-date with the latest product updates, new features, and industry trends in FinTech, including regulatory changes, to provide the most current support.

REQUIREMENTS