Responsibilities of Associate Technical Consultant Opening at Razorpay:

• Work directly with developers, clients and internal teams on post-integration issues to provide technical support, consulting and best practices.
• Addressing technical queries on APIs, and Plugins and complete Razorpay product suite.
• Responsible for following the escalation matrix and engagement of stakeholders, communicate technical issues to merchants and internal departments.
• Analyze incident trends based on data analysis on past incidents and chalk out action items to reduce service volume and increase availability of the applications.
• Apply negotiation styles accordingly when managing both internal & external stakeholders.
• Responsible for ensuring the team OKRs in green state by tracking it on daily basis.
• Communicate the application support policies, procedures and SLA to the relevant stakeholders and ensure the guidelines are followed across enterprise.
• Act as an advocate for technical queries and expertise in terms of knowledge for Razorpay products, their implementations and usages.
• Enhance the overall experience of our merchants by providing support for technical issues without redirecting them to the developers.
• Ensure the Customer Satisfaction is green and meets the organization targets.

Required qualifications, capabilities, and skills:

• 0-1 years of experience as Application Support.
• Experience working with Payment Industry is a plus.
• Strong knowledge of Microsoft Excel, PowerPoint and Data Management Systems is essential with a high degree of self-motivation and can-do demeanor.
• Ability to gain the valuable insights through the strong data/information literacy skill, perform root cause analysis & problem solving.
• Must possess technical, analytical, presentation skills with ability to translate findings into business reports and presentation.