Technical Support Analyst

At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.

Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations- all united around one goal – to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether

The Purpose:

As part of our Payment Services Support department, which is composed of 17 passionate Support professionals (Support specialists, experts and Head of Payment Services Support), you’ll help your team-members to build a bridge to the Asian market. We are looking for someone that really loves team working, talking to our scheme partners and helping clients. You will be working closely with our Engineering, TechOps, Treasury, FinOps, Product and Sales teams. You will be able to “translate” clients requests and help to move forward bigger projects to meet the team’s standards. 

Your impact in this role:

• Act as the first point of contact to receive, prioritise and record all incoming client support requests, taking ownership of user problems and progressing to resolution in a timely manner.
• Communicating with our payment scheme partners to solve issues raised by our clients is a key task for PPRO to build a bridge in regards to culture, language and time zones differences. 
• Be ready to assist with technical issues as and when they occur.
• Monitoring of client certificates expiration and help with renewal process.
• Provide information systems technical support for routine customer issues. 
• Escalate unresolved queries, where necessary, to appropriate internal teams (e.g. software developers).
• Communication with other departments for the purpose of solving client queries effectively. 
• Support the Head of Payment Services Support to review payment services related support processes. 
• Participate in the day-to-day operations of the payment processing business to assist the boarding, risk and account management teams in staying on top of the business’s daily operations. 
• Participate in the KYC verification process while onboarding new clients.
• Assist sales by responding to and addressing technical queries from potential new clients in our technical landscape.
• Complete your tasks and responsibilities inside the internal and external SLAs

What would make you a great fit:

• At least 3 years of experience in payments industry ideally in local alternative payment solutions as well as in APAC payment landscape 
• An associate or Bachelor’s degree in a technical related field or industry equivalent experience is required. 
• Proven experience diagnosing and resolving customer issues quickly and effectively. 
• Experience to use OTRS, Zendesk, Freshdesk, JIRA or similar client ticketing tools 
• Excellent time management skills and the ability to work both independently and in a team. 
• Strong verbal and written communication skills. 
• You must be able to speak business level English and Mandarin to be able to effectively communicate with the global team as well as our customers and partners in North Asia. 

What's in it for you ?:

Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 25-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year

Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including medical Insurance and life insurance.

Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments.

Gym membership - PPRO helps cover the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet.

Professional and personal development - We provide leadership cafes, on-the-job

training, and access to LinkedIn learning to help you gain knowledge beyond your role. 

Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.

Our office is located within the Central Business District and walking distance to 2 nearest train stations, and surrounded by an array of bars, restaurants and food centres. What you can expect in this charming shophouse office unit is an open office layout to facilitate cross team collaborations. Ergonomic desks and chairs, meeting rooms with video conference equipment set up, and phone booths. Expect a well stocked pantry and shower amenities.

Our Principles: 

We get things done: We are courageous; we take ownership, make decisions and get things done.

We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent

We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.

We make things better: We boldly explore new ideas and have an unwavering commitment to continuous improvement.

We work as a team: We collaborate closely and value team success over individual achievement.