Product and Implementation Support Executive

Ascertain Group of Companies is hiring on behalf of RinggitPay! We're looking for a passionate and experienced professional to join our growing fintech team. If you're driven by innovation, operational excellence, and making an impact in the digital payments industry, we'd love to hear from you. Join us and be part of RinggitPay's exciting growth journey.

Role Purpose

The Product and Implementation Support Executive is responsible for supporting the implementation, configuration, testing and ongoing operation of RinggitPay's digital payment solutions. The role involves coordinating merchant onboarding, providing product and application support, investigating reported issues and working with internal teams to ensure the effective deployment and operation of payment solutions.The successful candidate should possess relevant experience in product support, application support, technical support or system implementation, with the ability to manage assigned activities, troubleshoot routine issues and coordinate resolutions with minimal supervision.

Key Responsibilities

1. Product and Application Support

· Provide first-level product and application support for RinggitPay's payment solutions.

· Investigate reported product issues, payment discrepancies and application-related enquiries.

· Perform initial troubleshooting, identify potential causes and coordinate with the Technical team for further investigation where required.

· Monitor support requests, follow up on outstanding issues and communicate progress to relevant stakeholders.

· Maintain accurate records of reported issues, troubleshooting steps, resolutions and recurring problems.

· Assist merchants and internal stakeholders in understanding product functionality and resolving operational difficulties.

2. Product Implementation and Merchant Onboarding

· Coordinate and execute implementation activities for new and existing merchants.

· Manage assigned merchant onboarding activities, including account setup, product configuration and implementation coordination.

· Gather implementation requirements and work with relevant teams to ensure readiness before deployment.

· Support the configuration and deployment of payment links, payment pages, payment forms, recurring payment arrangements and other applicable solutions.

· Coordinate implementation schedules, monitor progress and address outstanding requirements that may affect delivery timelines.

· Conduct pre-deployment and post-implementation checks to verify that the configured payment solutions function as expected.

· Maintain implementation records and ensure that relevant documentation is completed and updated.

3. System Testing and Quality Assurance

· Conduct functional testing and UAT for product configurations, new features, enhancements and system changes.

· Prepare test scenarios, document results and identify defects or discrepancies.

· Coordinate with the Product and Technical teams to investigate issues and verify fixes.

· Perform post-fix testing and assist with regression testing where required.

· Maintain test records and monitor identified defects until resolution.

· Provide feedback on product usability, recurring issues and potential areas for improvement.

4. Stakeholder Coordination and Issue Resolution

· Act as a coordination point for assigned product support and implementation matters.

· Work closely with the Product, Technical, Client Success, Finance and other relevant teams to resolve implementation and operational issues.

· Communicate implementation requirements, progress updates and outstanding actions clearly to merchants and internal stakeholders.

· Escalate critical issues, implementation delays and unresolved technical matters to the appropriate personnel.

· Ensure that support requests and implementation tasks are followed up within agreed timelines.

5. Documentation and Process Improvement.

· Prepare and maintain product, implementation, troubleshooting and SOP documentation.

· Maintain support logs, implementation trackers and operational reports.

· Identify recurring issues and recommend process improvements.

· Support product launches, feature rollouts and related operations.

· Perform other product support and implementation duties as assigned.

Requirements and Qualifications

· Diploma or bachelor's degree in Information Technology, Computer Science, Information Systems, Software Engineering or a related field.

· 1–3 years of relevant experience in product support, application support, technical support, software implementation or a similar role.

· Experience in FinTech, payment gateways, banking technology or digital payment solutions will be an advantage.

· Good understanding of software applications, configuration, testing and troubleshooting.

· Able to analyse issues, document findings and coordinate with technical teams.

· Strong communication, coordination and stakeholder management skills.

· Good organisational and prioritisation skills.

· Able to work independently and collaborate effectively across teams.

Technical Knowledge and Added Advantages

· Knowledge of payment gateways, FPX, DuitNow, e-wallets or other digital payment methods.

· Exposure to API-based integrations, system configuration, UAT or software testing.

· Ability to interpret basic technical documentation and communicate system issues clearly.

· Familiarity with issue-tracking tools, project coordination tools and documentation systems.

Key Competencies

· Technical troubleshooting and analytical thinking.

· Product and system understanding.

· Implementation planning and coordination.

· Effective stakeholder communication.

· Problem-solving and issue management.

· Time management and prioritisation.

· Attention to detail and documentation accuracy.

· Accountability, initiative and continuous improvement.

Pay: RM2,500.00 - RM3,500.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development
• Work from home

Experience:

• FinTech: 2 years (Required)

Work Location: In person