You’ll operate independently with global teammates and will play a critical role in maintaining service quality across time zones. The ideal candidate is technical, self-sufficient, and thrives in a fast-paced environment
Be the first point of contact of customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone)
Own, prioritize, and troubleshoot the complex technical issues and provide an excellent solution to the customers
Be a key source of knowledge on the sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices
Be innovative and forward-thinking with time to create valuable tools and documentation that will help our team and clients be more successful and self-sufficient
Provide high-quality technical support to customers via various channels
Troubleshoot and resolve issues promptly and effectively
Collaborate with customers to understand their needs and provide tailored solutions
Develop and maintain in-depth knowledge of Sardine to effectively troubleshoot and resolve customer issues
Stay updated on product enhancements, new features, and industry best practices
Analyze and diagnose technical issues reported by customers and provide timely resolutions
Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution
Document troubleshooting steps and solutions for internal and external knowledge bases
Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements
Contribute to the development of documentation, tools and processes to streamline support