Zepto
Technical Support Specialist
Zepto is unlocking the future of payments through real-time, account-to-account payment solutions for business.
Customer Support
Full-time
Hybrid | Sydney, NSW, AU · This role can be based anywhere in Australia as we work remotely, but you’ll feel connected through our various initiatives and be supported by great leadership to learn and grow. If your preference is to work hybrid or in an office, we have hub locations in Byron, Sydney and Melbourne.
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why Zepto
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
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're a remote-first organisation so most roles can work from anywhere in Australia! You’ll feel connected through our various initiatives and be supported by great leadership to learn and grow. If your preference is to work hybrid or in an office, we have premium co-working Hubs in Byron, Sydney and Melbourne.
We have a supportive learning environment, with access to an annual learning budget to ensure your curiosity and learning is a priority. We also provide all Zeptonians with access to an Employee Assistance Program, Paid Parental Leave, eligibility to participate in our Employee Share Option Plan and our Talent & Merchant Referral Program.
Most of all, we're building a payments business with amazing people. So join us!
About the role
As Technical Support Specialist, you'll have the opportunity to play a significant role in delivering responsible, focused & exceptional merchant communications. Having a passion for customer experience, process, technology & collaborative team work is a must.
You can expect your day to look something like this:
- Providing inbound & outbound merchant integration support through resolving administrative & Tier 1 technical contacts according to Zepto’s internal & merchant specific SLAs;
- Create, review & organise help documentation & workflows (i.e. macros & articles) based on any identified gaps, to ensure accuracy of information;
- Provide insight & advice to key stakeholders, working with other teams on existing & new features/products before release;
- Maintaining our high support rating through first contact resolution & personalisation of communications;
- External electronic communications i.e informational updates about our products & services;
- Maintaining data integrity, collection, use and maintenance of contacts, users & roles;
- Being on the Support/Communications Lead rotating roster when it comes to technical escalations or major incidents, participating in post-incident reviews & actioning follow-up tasks if assigned;
- Working with relevant parties to action adhoc data requests. This includes interaction with Zepto databases via SQL/Athena tooling;
- Proactively analysing & identifying bug/performance issues & escalate as necessary
- Being the voice of the customer internally, sharing feedback, industry insights & learnings with the internal ecosystem
What you'll be responsible for
- 🚦
Issue Identification and Improvement
Identify and escalate issues, and suggest improvements to the development team
- ⚙️
Technical Support and Training
Provide technical support and training to clients and end users
- 🚦
Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
- 🔍
Attention to detail
Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Applying with Hatch
Zepto is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch