Ciklum, established in 2002, is a globally recognized provider of software engineering services. Originally founded in Denmark by Torben Majgaard, the company has since shifted its headquarters to London, UK, in response to its expanding international client base and operational reach.
On behalf of PayKey, Ciklum is looking for a passionate Support Engineer who
will join the company’s Product team to lead client-facing support and serve
as a key link between R&D, Product, and Customer Success teams.
Description
About the Role:
\- We’re looking for a passionate support manager with a high level of
judgment and decision-making abilities, negotiation skills, and influence over
teams in a matrix organizational structure, with a positive “can-do” attitude.
\- The role requires great communication skills to liaise with executive
clients at enterprise organizations.
\- The role requires a high level of responsibility and commitment, to be able
to stand in our client’s SLA.
\- As part of this role, we are looking for a team member who is able to
reproduce issues, talk to developers, and help our clients get the best
product they can.
About Client:
PayKey is an exciting and fast-growing Israeli Fintech company backed by
strategic investors like Mastercard, Commerzbank, and Santander, with offices
in Tel Aviv, Singapore, and Tokyo.
PayKey redefines the mobile banking and payments experience by allowing banks
to embed their financial services in customers’ daily interactions on social &
messaging apps. PayKey’s solution has already been launched globally by over
20 leading banks, including Standard Chartered, Unicredit, ING, Banorte, among
others.
Responsibilities
\- In this role, you will be a Technical Support Engineer for all our clients
\- You will work closely with Product Managers when a new CR (Change Request)
is coming from a client
\- This role collaborates closely with the customer success team to ensure the
delivery of client expectations and needs
\- You will take end-to-end ownership of customer technical issues, including
initial troubleshooting, identification of root cause, issue resolution, and
communication
\- You will serve as the point of contact on customer escalations and ensure
client issues are resolved meticulously
\- You will work with Paykey’s Engineering and Product teams on project issues
and product enhancement/update requests
\- You will own the full delivery of a great product that aligns with specific
customer customizations with full accountability for scope, timeline, and
quality
\- Be the owner of the support system (Freshdesk) and be responsible for its
SLA
Requirements
\- Customer-facing experience
\- Good English communication skills
\- Passion for solving customer issues in a fast-paced environment
\- Experience with technical support and/or QA
\- High level of written and spoken English
\- Structured and process-oriented
\- Ability to learn new technologies quickly
\- Ability to work independently and multitask
\- Experience with Agile or similar program management methodologies
\- Experience working with remote teams
Desirable
\- Experienced in mobile testing
\- Scripting and coding experience
\- Previous experience with Jira ticketing system
What's in it for you
\- Long-term employment with 20 working-days paid vacation and other social
benefits
\- State of the art, cool, centrally located offices with warm atmosphere
which creates really good working conditions
\- A unique working environment where you communicate and work directly with
client
#### Про компанію Ciklum International
Ciklum is a top-five global Digital Solutions Company for Fortune 500 and
fast-growing organisations alike around the world.
Our 3,000+ Developers located in the Delivery Centres across the globe,
provide our clients with a range of services including outsourcing software
development, Enterprise App Development, Quality Assurance, Security, R&D, Big
Data & Analytics.
**Сайт компанії:**
https://www.ciklum.com/