Job Description

1.  Provide daily technical support to merchants and key accounts, mainly handling technical inquiries and integration issues.
2. Monitor ticketing system and ensure all technical issues are recorded, tracked, updated, and resolved within timeline.
3. Consistently troubleshoot transaction failures, API integration issues, payment discrepancies, and other production-related problems.
4. Perform initial issue investigation, identify root cause, and escalate to the relevant internal teams when required.
5. Support incident response for urgent production issues, including issue reporting, coordination, follow-up, and status updates.
6. Assist in preparing incident summaries, RCA findings, SOPs, FAQs, and troubleshooting guides. 
7. Monitor payment system performance and conduct routine production checks to ensure transaction stability.
8. Work on rotational shift schedule and respond promptly to urgent technical or production issues. 

Job Requirements

•  Diploma or Degree in Information Technology, Computer Science, or related field.
• At least 1 year above in IT Support / Helpdesk (Fresh grads are encouraged to apply).
• Basic understanding of web applications / SaaS platforms.
• Familiar with ticketing tools (e.g., Zendesk, Jira etc) is a plus.
• Able to perform basic troubleshooting networking, hardware, and software troubleshooting.
• Ability to interpret simple logs or error messages.
• Good oral and written communication skills with the ability to work effectively in a team.
• Good problem-solving skills with the ability to identify, research, and resolve issues.
• Ability to work in a fast-paced environment and manage multiple projects simultaneously.
• Proactive, responsible, and able to work independently.
• Willing to work the night shift and weekends with replacement off days on weekdays (e.g. Friday and Saturday or Sunday and Monday). 

Skills