Product Specialist

JOB DESCRIPTION

Summary

Provide support to both existing and potential merchants and partners by helping troubleshoot issues, offering useful information, answering questions, resolving inquiries and complaints, and ensuring timely follow-up in line with the agreed service level agreement (SLA). This also includes adhering to the team’s plan for side projects that aim to improve and elevate the technical awareness of merchants. Additionally, the role involves contributing to the product awareness journey, managing internal responsibilities, completing side projects to improve the integration experience, product knowledge, or merchant onboarding, and participating in activities and processes that enhance the work environment for other teams.

Key Responsibilities

• Maintain and update technical solution articles and guides for merchants and partners.
• Report, track, follow up, and escalate recurring technical issues as needed.
• Coordinate with merchants to provide relevant feedback and updates on technical issues.\
• Perform testing on merchant websites or plugins to ensure they function properly.
• Monitor, plan, and assign shifts while assisting Integration Support Engineers across multiple locations.
• Contribute to the product awareness journey and identify areas of improvement.
• Manage the internal responsibilities assigned by the line manager.
• Complete side projects assigned by the line manager to enhance integration experiences, product awareness, or the merchant onboarding process.
• Participate in activities and processes initiated by the line manager to improve the work environment for other teams.
• Adhere to team values and routines and perform any additional tasks as assigned by the line manager.

Key Competencies/Skillsets

• Software Development experience preferably in PHP and Java
• Strong understanding of web-based applications and technologies
• Good knowledge of e-commerce platforms – Magento, Open Cart, WooCommerce etc
• Proficient in using issue tracking tools like FreshDesk, Jira, Redmine, etc
• Proficient in using version control systems like Git, SVN etc
• Excellent oral and written communication skills in English & Arabic
• Prior experience working in distributed teams, that operate 24 x 7 x 365
• Passion to deal with customers
• Fintech experience will be good value
• Comfortable working remotely with minimal supervision
• Objective driven with strong work values to finish the daily work assigned

Preferred Education and Experience

• Bachelor’s degree in computer science, Engineering, or related field.
• 3-5 years of Technical Support and Integration skills
• Presales and Sales experience
• Knowledge in Security compliance
• Software Development experience preferably in Golang
• Good knowledge of e-commerce platforms – Magento, Open Cart, WooCommerce etc..
• Proficient in using issue tracking tools like FreshDesk, Jira, Redmine, etc..
• Strong problem-solving and analytical skills
• Excellent communication and presentation skills
• Experience in the fintech industry is a plus

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.