merchant technical support specialist (wordpress)

توضیحات آگهی

About SnappPay SnappPay is the first and leading BNPL provider in Iran launched in 2020 We leverage financial technologies to reshape Iranians experience of consumer credit Supporting Snapp Group s mission of enhancing Iranian people s quality of life through internet services SnappPay s mission is to bring financial freedom to all Iranians by providing better smarter and more efficient solutions for payment and shopping About the Role We are looking for a Merchant Technical Support Specialist to join our Commercial team In this role you will provide technical assistance to merchants by troubleshooting issues managing support tickets and ensuring timely resolution in accordance with defined service level agreements SLAs primarily focusing on WordPress websites and API integrations You will collaborate closely with Engineering and Product teams maintain technical documentation and contribute to continuous improvements in support processes service reliability and customer satisfaction This is a support role and is probably not suitable for a web WordPress developer Responsibilities Respond to and resolve merchant technical inquiries through the ticketing system while meeting defined SLAs and quality standards Troubleshoot technical issues identify root causes and provide effective solutions or escalate issues when necessary Monitor service health communicate incidents and support timely resolution during service disruptions Develop maintain and improve technical documentation knowledge base articles and troubleshooting guides Collaborate with Engineering and Product teams by reporting recurring issues and providing detailed technical findings to support root cause analysis Analyze support trends and identify opportunities to improve response efficiency reduce repetitive inquiries and enhance customer experience Prepare technical reports and contribute to continuous process improvements across the support function Requirements Having at least 1 year of experience in technical support application support or a similar technical customer support role is crucial Experience working with ticketing systems and delivering high quality technical support Hands on experience supporting WordPress websites and managing plugins Good understanding of REST APIs and experience using Postman for API testing and debugging Basic knowledge of SQL for querying troubleshooting and data analysis Familiarity with JSON data structures web technologies and search engine fundamentals Strong analytical problem solving communication and documentation skills with the ability to manage multiple priorities in a fast paced environment Nice to Have Basic familiarity with monitoring tools and command line interface CLI تهران تهران زعفرانیه تمام وقت اسنپ پی کارشناس جنسیت تفاوتی ندارد اینترنت تجارت الکترونیک خدمات آنلاین