Technical Support Engineer

Conduct training sessions with merchants on how to use POS solution.
Provide support to merchants via call, email, or chat.
Proficient in diagnosing and resolving technical issues related to software and hardware connectivity.
Ability to prioritize tasks effectively and work accordingly.
Need to understand 3rd party integrations and initiate them based on merchant requests.
Escalate complex issues to senior support person or testing team whenever necessary.
If any bug arises, create a ticket in the ticketing tool, prioritize it, and continuously follow up to ensure resolution.
Ability to gather new requirements from merchants, understand the use case, and create tasks in the ticketing tool based on approval from the business team.
Participate in release KT sessions to stay up to date with product knowledge.
Ability to explain technical concepts clearly to non-technical users.
Good communication skills in English, knowing additional languages like Hindi, Malayalam, Telugu, and Arabic would be an advantage.
Should be flexible for rotational shifts (Shifts: 9 AM - 6 PM and 3 PM - 12 AM).