Green Visor Capital

Management Company, LLC

Support Analyst at Simpl
Bangalore, IN / Karnataka, IN

About Simpl:

 

Simpl (Fintech of the year - 2020) is a platform that empowers retailers to grow by building long term trusted relationships with their customers, one transaction at a time. For consumers, Simpl provides frictionless access to e-commerce, trust, safety and effortless budgeting, in 1-click.

Under the hood, we are building the payments infrastructure (identity, trust score and security) ground up for a world that is mobile first, where consumers frequently buy on the go & love convenience.

Everyone at Simpl is an internal entrepreneur who is given a lot of bandwidth and resources to create the next breakthrough towards a new world of Networked Commerce where commerce is easy, safe, affordable without fine prints & just Simpl!

Simpl was founded in 2015 by Nityanand Sharma and Chaitra Chidanand, and went live in 2016.

 

About the role:

 

Simpl is looking for Support Analysts to join our Merchant Success Support (MSS) team. This role would suit either recent graduates, or more experienced (1-3 years) engineers, with a focus on API Integrations looking to further develop their skills and careers.

 

As a Support Analyst, you will work closely with our Merchants and internal organisation to ensure any merchant originated incidents/requests are catered to in an SLA bound manner, and resulting in favourable reviews for Simpl’s services. You will leverage your technical & process expertise to ensure our Merchants can successfully obtain information related to Integration, settlement reports, success/failure rate analysis, etc.

 

Responsibilities:

 

  • Managing cases, requests and enhancements using service desk solutions like JIRA, Zendesk, etc.
  • Ensuring that merchant requests/incidents are fully resolved, and any loss of service is restored in a timely and efficient manner
  • Providing a high level of service to our merchants and adhering to our strict SLAs for response and restoration times
  • Problem determination, workaround resolution, root cause analysis, major incident management
  • Deployment of service releases, patches, requests and customizations
  • Create productive relationships with and between key stakeholders
  • Ensure that solution and merchant support documentation like FAQs, SOPs are maintained to the highest quality and accuracy
  • Prioritizing your workload to ensure the most critical issues are resolved first
  • Escalation support for L1 teams: provides input to for consulting, planning and change management process

 

Required Skills:

 

  • 2-5 Years of proven work experience as a Support Engineer, Technical Support Engineer or similar role
  • Degree in Computer Science or relevant field
  • Strong understanding of micro-services & API-first architectures, JSON, etc.
  • Excellent analytical and problem-solving skills
  • Previous experience dealing with support cases or requests via e-mail, chat, etc.
  • Troubleshooting using Standard Operating Procedures
  • Practical experience of tools/technologies like:
    • JIRA
    • Zendesk
    • Loggly
    • SQL
  • Ability to work both independently and as part of a team
  • Excellent customer service skills
  • Understanding of software development cycle
  • Excellent written and spoken English
  • Flexibility - responsibilities may require occasional evening and weekend work

 

Desirable Skills

 

  • Familiarity with the E-commerce & Payments space is advantageous
  • Understanding of change and release management