Senior Operation Specialist

About the role

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work , offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally. Job Responsibilities : Position Overview: As a Senior Operation Specialist, you will be responsible for providing advanced technical support to customers and merchants utilizing our payment gateway services. You will lead troubleshooting efforts, mentor junior team members, and collaborate with cross-functional teams to ensure the smooth operation of our systems. Your responsibilities will include troubleshooting technical issues, providing support to internal teams and external clients, and contributing to the enhancement of our systems and processes. This position requires a deep understanding of online payment systems, strong technical skills, and excellent communication abilities. Key Responsibilities: Technical Expertise Serve as a subject matter expert (SME) in troubleshooting complex technical issues related to the company's products or services. This includes payment processing, API integrations, and platform functionalities. Troubleshoot and diagnose complex technical problems, identifying root causes and implementing appropriate solutions. Investigate and resolve escalated technical issues related to payment processing, transaction failures, system errors, and other operational challenges in a timely manner. Provide timely and effective support to internal teams and external clients via email, phone, and ticketing system. Escalation Point Act as a point of escalation for technical issues beyond the scope of front-line support agents, working to resolve customer concerns promptly and effectively, for unresolved technical issues, providing guidance and support to junior support agents. Act as a primary point of contact for critical incidents, coordinating response efforts across cross-functional teams such as engineering, product management, and sales to address escalated issues and to minimize service disruptions and ensure timely resolution. Escalate critical issues to higher-level or development teams as necessary, following established escalation procedures. Manage and prioritize incoming support tickets and incidents, ensuring timely resolution according to predefined SLAs. Customer Interaction Communicate effectively with clients to understand their requirements, address concerns, and provide guidance on utilizing the payment gateway platform effectively, which involves escalated calls, tickets and meeting. Build and maintain strong relationships with clients by providing exceptional technical support and personalized assistance. Training and Mentoring Provide training and mentorship to junior support agents helping them develop their technical skills and knowledge. Develop and deliver comprehensive training materials and sessions for internal staff and clients to enhance their understanding of our payment gateway systems and operational procedures. Mentor junior support agents, providing guidance, sharing best practices, and fostering their professional growth. Collaboration Collaborate closely with product development teams, software engineers, and other stakeholders to relay customer feedback, suggest product enhancements, and contribute to the development of new features and functionalities. Process Improvement Identify opportunities to streamline support processes and enhance operational efficiency, and contribute to the development of tools, or automation to streamline support operations by leveraging automation tools and best practices. Advocate for the needs of our clients by representing their interests within the organization, championing their concerns, and driving initiatives to improve overall customer satisfaction. Quality Assurance Conduct quality assurance reviews of support interactions and technical documentation to ensure accuracy, consistency, and adherence to company standards. Provide feedback and coaching to support agents to improve the quality and effectiveness of their technical support interactions. Technical Documentation Contribute to the development of knowledge base articles, FAQs, SOP, user guides and other self-service resources to empower customers to troubleshoot common issues independently. Assist in maintaining detailed documentation of technical processes, troubleshooting procedures, and best practices to facilitate knowledge sharing and continuous improvement. System Monitoring and Maintenance Monitor the performance and stability of the online payment gateway platform, proactively identifying and addressing potential issues to minimize downtime and service disruptions. Assist in incident response efforts durin