Razorpay - Manager - Technical Support

Razorpay - Manager - Technical Support

About Razorpay :

In 2014, what started as India's first payment gateway built for Startups is now one of India's youngest FinTech unicorns with a $ 7.5 Bn valuation and the single best destination for all things payments and business banking. Razorpay offers an integrated platform for all things payments and business banking, helping millions of small and big businesses simplify and accelerate every aspect of their financial journey.

Today, Razorpay is a 2500+ fun bunch of spirited, analytical, and ambitious folks building the first-of-its-kind technologies for the fintech ecosystem. We are a bunch of hungry mavericks here to empower 10Mn businesses in their digital transformation and enhance the payment experience of over 500 million end consumers in the next twelve months.

Position Overview :

RazorPay is looking for hands-on Technical Support Manager to join its Product Support group. With a clear focus on helping customers adopt industry-leading tools, this role is responsible for leading a group of product specialists resolving customer product issues reported. We are looking for a manager with strong customer facing appetite, cross functional team management skills, automation mindset with fanatical customer experience persona.

Role also involves conceptualizing innovative ideas and solutions to resolve day to day issues, pulling the right groups together to be in service for the customer; holds all stakeholders accountable for achieving goals; and encourages others to take appropriate risks, shaping an environment where people are empowered to step up and take responsibility. You should also have a great track record for directly managing and developing teams of technical support specialists or customer service specialists.

Responsibilities :

- Handling war room calls, follow up and follow through on critical issues till they gets resolved

- Assist with troubleshooting and issue resolution, business process mapping, root cause analysis, process workflow review, and application to development coding

-Strong technical and cognitive skills with roll-up-your-sleeves attitude.

- Manage a team of specialists to achieve world-class levels of customer satisfaction; ensure appropriate resources are in place and work schedules are established

- Lead or participate in driving the organizational vision, global projects, and initiatives; proactively identify more efficient strategies to promote efficiency

- Ensure staff are adequately prepared to support products by developing, planning,and implementing training, processes, and programs

- Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards

- Direct investigation and ensure resolution of all escalated issues related to servicedelivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders

- Manage and implement employee Human Resource Programs and initiatives; ensure implementation of employee performance plan, onboarding program, employee development, coaching initiatives, so on.

- Drive communication in the organization; ensure new information is coordinated with support teams and partner teams

Minimum Qualifications :

- Bachelor's degree in Computer engineering/ Mechanical or equivalent degree

- 4+ years of team leadership with a minimum of 8 team members

- 10+ years of technology and customer support experience

- Good understanding of Web Services protocols such as REST, SOAP and API design for extensibility and portability

- Knowledge on Communication protocols like FTP, SFTP, AS2, HTTP, HTTPs etc