Partner Customer Support

Rapyd

Dubai, UAE

fulltime

Mid-Senior

2 weeks ago

Customer Service ExcellenceComplaint ResolutionTechnical SupportEmpathy and PatienceCommunication SkillsCRM Software (e.g.

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Customer Service ExcellenceComplaint ResolutionTechnical Support

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Description

Rapyd has unified payments, payouts and fintech on one worldwide platform, and we’re assembling the world’s best team to liberate global commerce.
With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at Rapyd are limitless.
We believe in straight talk, quick decisions, strong execution and elegant solutions.
Rapyd is where hard work pays off and careers take off.
Join us and let’s build the future of fintech together.
Get the tools to grow globally at www.rapyd.net.
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Rapyd is looking for a dynamic, high-impact Partners Support Specialist who is technically savvy, creative, and curious to provide exceptional high-touch user experience to our clients and partners.
This is a hands-on role and you will wear many hats; from interacting directly with our merchants and partners, working closely with other teams to ensure a seamless experience for our users, debug, and develop monitors for the production environment.
As a Partners Support Specialist Your Responsibilities Would Include
Be the first line of defense and escalation for any technical issues
Elegantly handle customer requests and maintain Rapyd’s SLA & customer satisfaction
Escalate and own issues internally and externally with service providers / partners
Develop monitoring tools for the production environment
Extend our knowledge base
Work across departments (Engineering, DevOps, Prof Services, etc.) to resolve customer’s issues. Cover “on-call” shifts as needed to support our global coverage model

Requirements

Proficient in English
3-5 years of experience in customer support required
Able to work independently from our regional office and home
Customer facing experience in a B2B global company
Knowledge of API management and bug reporting tools
Ability to work under pressure in a fast-paced environment
Great technical writing and verbal communication skills
Strong troubleshooting skills using multiple tools / logs correlation
Knowledge in the following tools: SQL, Postman, Kibana, Jira , Confluence.
Experience in the payments industry – Big Advantage
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