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Team Tagline
About the role
As a Technical Support Engineer at Kora, you will be responsible for ensuring our merchants’ technical queries are resolved in time. In this role, you will be working closely with the Engineering and Merchant Success teams by assisting our merchants in resolving queries and escalating issues to the Engineering team.
Reporting to the CTO, you will work as part of the ever-innovative Engineering team, collaborating with Product Management, Product Design, Merchant Success, Business, Compliance, and Information Security teams.
Required Skills
Preferred Skills
Similar Skills not Listed
Responsibilities
- Provide technical support: Support merchants across phone, email, chat, and other channels before, during, and after onboarding, ensuring a strong customer experience.
- Troubleshoot and resolve issues: Investigate technical and product-related issues, take ownership of incidents, resolve them within SLA, and escalate complex or critical issues appropriately.
- Collaborate across teams: Work closely with Merchant Success, Product, Engineering, and integration partners to identify bugs, resolve issues, and ensure successful product integrations.
- Manage merchant relationships: Own the technical relationship with merchants, understand their business and technical needs, recommend suitable solutions or product enhancements, and support successful integrations and ramp-up.
- Improve processes and knowledge: Document issues and resolutions, maintain knowledge bases and reports, provide customer feedback to Product teams, and identify opportunities to automate routine processes.
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