Customer Technical Support Executive

Job description
ROLE PURPOSE

We are seeking a motivated L1 & L2 Support Executive to join our dynamic team, responsible for providing timely and effective technical support for payment systems and applications. The ideal candidate will bring experience in the payment's domain, with a strong technical background and a customer-centric approach to issue resolution.

THE RESPONSIBILITIES WE ENTRUST YOU WITH.
• Provide L1 and L2 support for payment systems and application. Troubleshoot and resolve technical issues related to PL/SQL, MySQL, Linux, Shell Script and Java-based applications.
• Analyse logs and system performance to identify root causes and implement solutions.

Manage and resolve support tickets within defined SLAs using ticketing tools.
• Escalate complex issues to higher-level teams while maintaining ownership until resolution Collaborate with cross-functional teams to ensure timely issue resolution and improved client satisfaction.
• Document troubleshooting steps, FAQs, and knowledge-based articles for internal and client use. Mandatory knowledge of settlement and clearing file processes, including TWs and Dolphin file handling.

WHAT MATTERS IN THIS ROLE

Experience & Portfolio

- 2–3 years of experience in L1/L2 support in the payment’s domain.

-Graduate or Postgraduate in BCA/BTECH

Technical Skills & Efficiency
• Proficiency in PL/SQL, MySQL, Linux, and basic Java troubleshooting.
• Familiarity with ticketing systems and issue-tracking tools.
• Strong problem-solving and analytical skills.

Good to have:
• Excellent communication and interpersonal abilities.
• Ability to work in a fast-paced environment and handle multiple priorities.

What we offer
• Competitive salary
• Comprehensive benefits package.
• Opportunities for professional development and career advancement.
• A dynamic and collaborative work environment.