Technical Support Engineer

hace 2 semanas

Bogotá, Bogotá D.E., Colombia PayU A tiempo completo
About PayU
PayU, a prominent payment and Fintech organization operating in over 50 fast-growing markets across Asia, Central and Eastern Europe, Latin America, the Middle East, and Africa, and a part of the Prosus group, a major player in technology investments globally, is revolutionizing the online buying and selling experience for our vast number of merchants and consumers. Serving as a top-notch online payment service provider, we utilize over 400 payment methods and PCI-certified platforms to handle approximately 6 million transactions each day.

About the role
  • We are on the lookout for a Technical Support Engineer to join our team. In this role, you will be responsible for catering to the diverse needs of our B2B clientele, offering assistance ranging from pre-sales and integration to post-sales support and analytics. As part of our dedicated and agile team, you will collaborate with various departments within the company, such as Engineering, Customer Service, Product Management, Sales, and Account Management. Together, we inspire and guide one another, striving to deliver exceptional work quality internally and to our customers on a daily basis. This position will provide you with the opportunity to engage with local and international customers utilizing our payment platform, utilizing your creativity, analytical abilities, and persistence to address challenges spanning from simple to intricate.
What you will do
  • Handle inquiries from both internal and external clients related to Technical Support, aiming to deliver comprehensive solutions
  • Maintain high levels of customer satisfaction rates
  • Collaborate with other business units including the Integration team, Product, and Customer Success/Care, as needed
  • Create specialized reports based on Internal Customer needs
  • Contribute to internal and external knowledge bases by providing technical and usability references for employees and clients
What you need to succeed
  • Background in Computer Science or Engineering, or equivalent practical experience
  • 1 - 2 years of experience in customer service support and/or as a tier 2/3 Technical Support Engineer
  • Absolute necessity of experience and knowledge in API calls, logs, and SQL
  • Proficiency in ticketing routing and ensuring high service standards in line with SLA and KPIs
  • Ability to comprehend and troubleshoot system/API/application flows and offer solutions
  • Proficiency in written and spoken English at B2 level or higher
  • Analytical and problem-solving skills
  • Exceptional attention to detail and accuracy
  • Demonstrated capability in delivering outstanding customer experiences
  • Highly energetic, self-motivated, proactive, goal-oriented, and enthusiastic
About us
At PayU, we are a global fintech investor with a vision to create a world without financial boundaries where everyone can thrive. We provide individuals in high-growth markets with the financial services they need to prosper. Our expertise in 18 fast-growing markets allows us to expand access to financial services. This philosophy underpins all our endeavors, from supporting technology entrepreneurs to extending credit to underserved individuals, to assisting merchants in online operations. Our affiliation with Prosus, a major technology investor globally, empowers us to have a tangible impact.Our Commitment To Building A Diverse And Inclusive Workforce
As a multinational organization with diverse ethnicities flourishing in various locations, we understand the significant role we play in promoting diversity and inclusion. Hence, we are continually working to create a diverse, inclusive, and safe environment for all our employees, communities, and clients. Our leadership is dedicated to fostering an inclusive work environment that emphasizes transparency, flexibility, and impartial attention to every member of the PayU team, ensuring their success regardless of gender, race, or personal beliefs. We strive to create an environment where every individual feels a sense of belonging, is heard, and empowered to voice their opinions. At PayU, we have zero tolerance for any form of discrimination, be it based on race, ethnicity, disability, or sexual orientation.

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