The Tech Support Specialist will be mainly responsible for attending to technical inquiries and seeing that the problems are quickly resolved in a highly professional manner, in varying critical and non-critical situations.

• Act as a first line resolver when it comes to solving platform technical issues and monitoring latest updates from platform development vendor.
• Revert back the solutions for platform technical issues to internal stakeholders with minimum lead time.
• Report daily to the product manager about latest issue updates.
• Finding out roadblocks in solving technical issues with the product team and other stakeholders on a weekly basis.
• Monitor and update monthly/weekly issue tracking list with details: Issue resolution lead time, system downtime, service module failure and API request errors.
• Test new product releases in the UAT environment internally and report the issues to the product team on weekly cadence.
• Collaborate and participate with other department in the UAT testing process by identifying and tracking the issues for each new UAT release until UAT testing is passed.
• Work closely with the product team for preparing detailed customer journey mappings for new features.
• Able to find workarounds when issues appear within a matter of minutes before the permanent solution is provided by the platform vendor.
• Prepare and collect technical documents from platform vendor and update document library monthly.
• Provide continuous feedback to our platform vendor’s engineers to improve our products based on the needs of our partners and their feedback.
• Collect technical requirements from individual team members and monitor new version releases and bug fixes.
• Quick learning on all the features of the current product line-up and solutions like the back of your hand.

• At least 2 years’ experience in System Integration industry or custom software development house
• 1 – 2 years in SAAS tech support positon is a plus
• Intermediate knowledge in web development (Javascript and PHP) is a plus.
• Minimum Bachelors’ degree in Software Engineering
• Proficiency in technical terms and software development methodologies
• Excellent problem solving skills
• Comfortable with project management tools such Asana or Jira
• Self-driven troubleshooter; able to multitask and prioritize issues effectively
• Understanding the difference of frontend and backend development
• Excellent communication skills; fluent in English and Burmese