Work with Machnet

Our motto is to provide a positive and flat-hierarchy work culture. We believe that happy workplace will lead to creating a great product & an awesome customer experience.

Technical Support Executive

Apply from:

January 2, 2023

Job Designation:

Technical Support Executive

Job Type:

Full-time

Application Deadline:

February 28, 2023

Expired

Description

Level:

Associate

No of vacancies:

About Machnet

Machnet is a next-generation Payment as a Service platform, providing advanced solutions to companies for accelerating their financial innovation. We are a team of dedicated FinTech professionals with a mission to enable access to the global financial system. Our all-in-one payment, compliance, payment, and payout infrastructure is re-imagined and built for remittance and cross-border businesses.
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Our simple and feature-rich powerful Payment-as-a-service API helps companies build, launch and scale their cross-border business to collect payments from all US states, disburse payments in 119+ countries, fully compliant infrastructure and build in fraud prevention solutions.

Machnet was founded by a team with deep fintech and financial services experience. We have raised $2M+ to date from angel investors and venture capitalists.

The Role

As part of the Operations team for a Fintech company, we are looking for a Technical Support Executive.Come join our fun, dedicated and fast growing team at Machnet.

Requirements

Primary job includes Monitoring, Call Attendance, and Escalation

Monitoring:

Monitor and respond to various alarms that will be raised during the operating time period
Monitor alerts for the company, and notify concerned entities downstream duly
Monitor transaction health for the company and notify entities downstream when untoward transaction activity occurs

Call Attendance:

Operate a switchboard for the fintech company, determine call priority for incoming calls, and follow procedures while attending to calls

Escalation:

For every alert, notify downstream systems via email and/or phone of the situation
For every urgent incoming call, notify downstream systems via email and/or of the situation

The Customer Support Operator is also expected to fulfill the following tasks:

Take ownership of the issues reported by the client and coordinate with the relevant team to see the problems through to resolution.
Research, diagnose, troubleshoot and identify solutions to resolve system issues. Establish the root causes of application errors, and escalate serious concerns to the Engineering team.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Proactively monitor the overall health of the system and report/diagnose the issues appropriately.
Create and maintain documentations for: Flow of system processes, Standard Operating Procedure for Issue diagnosis and escalation, identified issues and its solution. Ensure that the documentation is up to date.
Follow company’s standards, policies, processes and working culture and ethics.
Continuous research and learning; discover, evaluate and implement new technologies/methods to improve resolution time.

What are we looking for?

Bachelor’s in relevant field
Experience with databases like MySQL, PostgreSQL, etc.
Should be comfortable using UNIX
Familiarity with APIs (REST) is a plus
Possess a positive and upbeat personality with a desire to deliver outstanding customer service
Must be able to convey information and ideas clearly.
Must be effective at listening to understanding and clarifying the issues raised by customers
Ability to read and comprehend incoming alerts
Ability to write simple instructions and/or short correspondence and memos during an escalation
Operational knowledge of emails, phone calls, and other escalation procedures

What do we expect

Excellent communication - Clear and comprehensive verbal and written communication within and across diverse teams and varied skill levels.
Ownership - We are committed to our responsibilities and do everything we can to excel at them. We expect all our team members to do the same and speak up when required.
Technical Acumen - APIs are our product. We want you to have the technical acumen to work with and earn the trust of our developers.
Adaptability- You need to be fast and comfortable working in a high pace environment. As required, you should be able to both think deeply and think widely.
A true team player- We work hard and play hard. We love our new members to come and inspire us to have fun and build world-class products. If we are not having fun building, we are not doing something right.
Student mindset – We are still scratching the surface in this FinTech domain and there is so much to learn. Ability to unlearn and relearn as the world changes are the key to excel.

Life at Machnet

You’ll work with a talented team in Nepal and US building innovative cross-border payments products
Your work and product is at the bleeding edge of fintech innovation and will have a direct impact on making the payments world a better place
You’ll use creativity to solve new challenges and problems. There will never be a dull day. We are often asked to solve problems that didn’t exist before. It will be fun.
You gain both technical and non-technical product knowledge and will play a key role in sharing product knowledge across teams.
You will have unlimited career growth trajectory as we are very ambitious with our future plans
Competitive salary and stock options in the US parent company.
Flexibility to work remote or in office
You will have a lot of fun building at Machnet. We always look for opportunities to play, share, give back and have fun together. We truly believe and support on living our best lives.

Benefit

💰 Competitive salary and comprehensive Health Benefit

🏠 Hybrid Work Culture

🧠 Training and Development

📚 Recognition Framework

📈 Stock Options

🔒 Social Security Fund

🏥 Accidental and Medical Insurance

💪 Free Gym Membership

🚗 Transportation Facility

Diversity and Equity

Machnet is committed to having a workforce that is reflective of the diversity within Nepal and Globally. We encourage applicants from racialized communities, indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contributions to the diversification of Machnet.

Apply Now