We are Leatherback, and we provide a single access point that empowers individuals and businesses to be truly global. We do this by building best-in-class financial, payment, and commerce solutions that remove barriers to global growth and mobility for all citizens of the world. Leatherback is a global digital cross-border payments service provider positioned to transform how treasury solutions are delivered to businesses and individuals in frontier countries.
RESPONSIBITIES
- Troubleshooting of Applications related issues.
- Second Level Support, escalation to respective integrated teams & follow-up for prompt resolution.
- Provision of technical resource for application Support and integration projects (LAAS)
- Incident reporting, monitoring, tracking and resolution.
- Conclusively resolve all emails, enquiries and complaints received from customer support or user support team.
- Escalate issues to frontend or backend engineering team when need arises.
- Re-direct all wrongly routed emails to the right teams for prompt resolution.
- Address all user complaints from customers within SLA.
- Generate and analyses trends, successes, and failure rates on all related applications for performance evaluation and to provide recommendations in area needed to aid continuous improvement of the applications.
- Fetching of application logs, analyze and resolve issues and/or escalate as appropriate.
REQUIREMENTS & SKILL
- Good analytical and problem-solving knowledge.
- Comprehensive experience of managing daily service support of applications and its Infrastructures.
- Highly self-motivated and directed.
- Keen attention to details.
- Proven analytical and problem-solving skills.
- Ability to effectively prioritize and execute tasks in a timely manner.
- Strong customer service orientation.
- Experience working in a team-oriented and collaborative environment.
- Strong technical documentation skills.
- Good written and oral communication skills.
- Good interpersonal skills.
- Ability to present ideas in a user-friendly language.
- Excellent usage of all collaborative tools (Slack,Gmail, Google meet etc.)
Benefits/Perks
- Wfh - hybrid structure: Monday, Wednesday, Friday
- Wellness and gym membership -
- Celebrations of anniversaries and birthdays
- PTO, Parental Leave, and Compassionate Leave
- Happy hours and relaxation areas on-site
- Inter-departmental transfer
- Possibility of relocation to other company branches.
Method of Application
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