Lead Product Support - Open
Who we are:
The world needs a superpower that revolutionizes digital banking for small businesses and financial institutions! That’s why we built Open - a digital banking enterprise that builds industry-defining banking products for businesses, startups, freelancers, financial institutions and more.
We have already built several powerful forces like Open Money - the world’s fastest growing SME neobanking platform, Zwitch - Asia’s first-ever no-code embedded finance platform, and BankingStack - a modern cloud-native digital baking OS.
Open has been awarded the ‘Most Innovative Neo bank’ & ‘Most Innovative Digital Bank’ at India Fintech Awards 2021 & Internet and Mobile Association of India (IAMAI) respectively. But this is just the beginning of a paradigm shift we are about to forge in the world of banking. On 3rd May 2022, Open became the 100th Unicorn of India.
Open is currently home to some of the smartest & brightest 500+ minds in the fintech space. We’re a Series D funded startup backed by leading international funds like Temasek, Google, Tiger Global, IIFL Finance Ltd., SBI Holdings Japan, 3one4 Capital, Speed Invest, Beenext, Tanglin Venture Partner Advisors & Angellist to name a few.
To build and strengthen this superpower, we’re on the lookout for some extraordinary folks. Are you up for this challenge?
Our offerings:
Since our inception in 2017, we’ve launched a line of cutting-edge innovative products that are truly disrupting the banking game.
Open.Money: Trusted by Leverge Edu, Rupeek, Aisle, Arzooo & million others, Open started out by empowering entrepreneurs to focus on growing their business via our flagship product Open.Money. At the heart of it is the Open business account that comes with a VISA business card & combines banking, payments, accounting, expense management & taxes, in one place.
Zwitch: Over the last 5 years, we have realized that embedding banking to product workflows is complex. That's why we built Zwitch - an embedded finance platform that offers API and no-code components for banking and compliance. It empowers businesses to build and integrate banking and financial features into any product out there!.
BankingStack: Having been deployed at over 15 banks in India, BankingStack, a cloud native SME banking platform, has already created a dent in the current fintech space. This financial OS, empowers banks to launch & complement their own digital banking offerings thus offering a superior experience to customers.
Responsibilities:
● Someone who likes to work hands-on and be self-directed in a fast-paced environment that gives you freedom and responsibility.
● Would be responsible for day-to-day maintenance of the modules in the engineering system. Confer with Internal teams to provide high-quality service to the customers.
● An advocate focused on providing advanced support and taking care of escalated issues and product expertise to our largest customers.
● Someone who is responsible for managing the activities related to product support for the organization.
● A professional to meet all the objectives of the organization by ensuring product quality, control and rectify any potential issues.
● Someone assist in resolving customer complaints by facilitating communications between their clients and the organization.
● Someone who must develop and implement strategies to increase customer satisfaction on issues and loyalty over time.
● An Individual who has to train the team on what is new in the new product releases, what types of customers we are targeting, and strategize how to resolve issues during this time and document them.
● Taking ownership of technical issues and working closely with developers to resolve the problems.
● Build a deep understanding of the domain within the team.
Requirements:
● Experience level of 6-8 years in Product Support/ Technical Support with excellent analytical and logical thinking.
● Being available and flexible with working hours.
● Excellent Problem solving and communication skills.
● Experience being a Subject Matter Expert in multiple products you have worked on.
● Work cross-functionally with other departments to ensure organizational objectives are met.
● Develop and implement new procedures and protocols in the team.
● Organize team meetings, create meeting agendas, and assign action items after meetings.
● Encouraging teamwork and assigning responsibilities to the teammates.
● Excellent in dealing with conflicts and acting as a mediator in solving the issues.
● Strong understanding of the different products which you have worked on and ability to navigate through the code /logs to debug.
● Assist your teammates in driving long-running tickets in your areas of expertise to
resolution.
Last updated: 373 days ago
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