Technical Support Specialist

About Us:

Zepto is a rapidly-scaling provider of real-time, account-to-account payments solutions for merchants, and is reimagining the way money moves through the always-on, digital-first economy.

Our growing team across Australia allows for like-minded, talented, passionate people motivated to help us deliver on our brand promise to #LevelThePayingField 

At Zepto we believe in the power of positive human experiences, and that a deep sense of belonging creates cohesion in our culture. So, even in a remote-first team, you will be a contributor and custodian of that culture. You will also enjoy solving complex problems, and play a key role in creating something truly special as we focus on delivering 'a better way to pay' at Zepto.

We're a proud remote-first employer, and we think we do a pretty good job at connecting Zeptonians across Australia. As our team continues to grow and achieve great things, our preference is for the successful candidate to be located in WA, and operate in alignment with Australian Western Standard Time (AWST) standard business hours. Whilst we're a remote-first employer, you'll feel connected through our various initiatives and be supported by great leadership to learn and grow.

About the Role:

Reporting to the Business Resilience Lead, you are the go to for operational process automation and solving technical challenges for our merchants.

You have a demonstrated passion for technology, AI technologies and automation and you use your skills to improve operational processes and customer experience. You will have the opportunity to play a significant role in scaling operational processes and customer support experience. 

Working at a scale-up means you have the opportunity to flex your skills in a variety of ways. We are agile and always willing to roll up our sleeves to get things done. You can, however, expect your day to day to be involved in the following: 

• Support the Operations team with process streamlining and automation;
• Provide diagnosis and resolution of technical problems and issues according to Zepto's internal and customer specific SLAs;
• Provide support, education and guidance for the customer technical integration with the Zepto API;
• Create, review and organise help documentation and workflows (i.e. macros and articles) based on any identified gaps, to ensure accuracy of information;
• Support the change management and feature release process
• Develop and roll out customer communications, in collaboration with internal teams
• Participating in the Incident Management on call rotation
• Working with cross functional teams to manage customer requests end to end;
• Analyse identified bug/ performance issues and escalate as necessary;
• Initiate and oversee investigations for delayed payments, proactively tracking progress and managing the payment investigations dashboard to ensure timely resolution;
• Being the voice of the customer internally, sharing feedback, industry insights and learnings with the internal ecosystem.

About you:

You are a solutions-driven individual with 2+ years experience in a customer facing technical support role, ideally within the Financial Services industry. You are customer-centric and known for keeping merchants happy, always focusing on being efficient and informative in every interaction. 

You are curious, adaptable, inquisitive and enjoy learning about how our payments product enables the success of our customers. You love taking initiative to find out about customer needs and contributing their feedback to our Product roadmap. You're all about the detail, and enjoy managing and creating documentation, processes, workflows to videos and you will become an expert in responding to any frequently asked questions through our help centre. 

Due to your experience, you are confident and calm when managing technical incidents, thrive working in a collaborative environment and have experience working within a fast paced or hyper growth environment. You have a great aptitude for technology and ideally have experience and an understanding of coding principles and monitoring tools such as Datadog and Postman, and reading API and SQL.

What's on Offer:

Zepto has an inspiring Founder story and is a customer-focused, culture-first organisation.

We're all striving to achieve our mission and do so while fostering an inclusive culture where you will work with and learn from world-class talent in their areas of expertise.

We have a supportive learning environment, with access to an individual learning benefit to ensure your curiosity and learning is a priority. You will have access to an Employee Assistance Program, paid parental leave, wellbeing days, paid study and upskilling days and a compelling incentives program for employee and merchant referrals.

Please note: As an organisation in the financial services industry, please note that we conduct background checks as part of our recruitment process.