Tech Support

About the Company Easebuzz is a payment solutions (fintech organisation) company which enables online merchants to accept, process and disburse payments through developer friendly APIs. We are focusing on building plug n play products including the payment infrastructure to solve complete business problems. Definitely a wonderful place where all the actions related to payments, lending, subscription, eKYC is happening at the same time. We have been consistently profitable and are constantly developing new innovative products, as a result, we are able to grow 4x over the past year alone. We are well capitalised and have recently closed a fundraise of $4M in March, 2021 from prominent VC firms and angel investors. Easebuzz’s corporate culture is tied into the vision of building a workplace which breeds open communication and minimal bureaucracy. An equal opportunity employer, we welcome and encourage diversity in the workplace. One thing you can be sure of is that you will be surrounded by colleagues who are committed to helping each other grow.

L1 Support Executive - Software Product (B2B SaaS) Responsibilities

• Act as the first point of contact for client queries, software-related issues, and technical troubleshooting.
• Understand and document user-reported issues, focusing on application errors, system bugs, or usage-related challenges.
• Basic understanding of the Software Development Life Cycle (SDLC) and its phases.
• Respond to incoming client queries via calls, emails, or ticketing systems.
• Quickly identify and understand software problems based on user-reported symptoms, using problem solving, logical thinking and pattern recognition skills to analyse root causes.
• Ask standard questions to gather necessary information and raise a ticket for the reported issue, ensuring proper categorization and priority.
• Collaborate with internal (L2, Engineering, and operations) and external teams (Bank teams) to escalate critical software problems and provide timely resolution.
• Follow up on tickets until the issue is resolved and ensure the ticket is closed upon client satisfaction.
• Knowledgeable about common troubleshooting steps and may attempt to resolve issues directly, aiming for First-Time Resolution (FTR).
• Ensure client satisfaction by providing clear, accurate, and timely communication about issue progress.
• Operational support: Support clients in basic software functionalities and guide them in using the product effectively.
• Ensure proper escalation of issues requiring L2 or engineering teams, while maintaining clear documentation for each support case.
• Good-to-Have: Basic understanding of Microfinance collection workflows, or Payment systems or Fintech Software.

Work Location: Kolkata (Work from office)

Experience: 1 to 2 years of experience in Software tech operations and support functions.