About the Role
Key Responsibilities
Technical Support
Provide Level 1 (L1) support for payment gateway-related issues.
Troubleshoot transaction failures, payment declines, settlement discrepancies, and integration-related concerns.
Respond to support tickets, emails, and calls within defined SLAs.
Escalate complex issues to Level 2 (L2), engineering, or payment partners when required.
Incident Management
Monitor payment systems and transaction processing platforms.
Identify, log, track, and resolve payment-related incidents.
Maintain incident records and provide regular status updates to stakeholders.
Participate in major incident management and post-incident reviews.
Merchant & Customer Support
Assist merchants with payment gateway onboarding and basic technical queries.
Support merchants in testing payment integrations and troubleshooting API-related issues.
Guide users through payment processing an...
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