Position Purpose

The Product Support Specialist is responsible for streamlining the partner integration process and collaborating with the partnership team to provide support and maintenance for business-as-usual (BAU) activities. This role focuses particularly on biller integration and payment integration support, ensuring the smooth operation and configuration of various systems and interfaces, and optimizing processes and workflows.

Key Responsibilities

• The Product Support Specialist plays a vital role in maintaining the stability and efficiency of product operations by ensuring seamless system configuration and integration support. Key responsibilities include:
• Partner Integration: Lead and support the partner integration process, ensuring smooth collaboration with the partnership team throughout the onboarding and technical alignment phases.
• Merchant Management: Oversee the end-to-end management of merchants, including onboarding, technical integration assistance, and coordination of the release process.
• BAU Support: Deliver ongoing support for business-as-usual (BAU) activities, with a strong focus on biller and payment integration to maintain operational continuity.
• Strapi Configuration Management: Administer and update configurations in Strapi for promotions, campaigns, scheduled/ad-hoc product and service offerings, feature toggles, themes, and user interface elements.
• Pricing Setup: Configure pricing for scheduled and ad-hoc campaigns involving billers, merchants, products, services, and features to support marketing and operational initiatives.
• Biller Management: Manage offline billers through onboarding, pricing configuration, and coordination of release activities to ensure accurate and timely integration.
• Production Issue Tracking: Collaborate with the SRE team to monitor and manage production issues from identification through resolution and release.
• Process Optimization: Continuously evaluate and improve internal processes and workflows to enhance efficiency, accuracy, and overall team effectiveness.

Key Performance and Success Indicators

1. Integration Efficiency

• Integration Timeliness: Measures the average time required to complete system or partner integrations.

2. Operational Support Effectiveness

• Issue Resolution Time: Tracks how quickly support tickets or incidents are resolved.
• System Stability: Evaluates the reliability and uptime of systems related to integrations and configurations.

3. Configuration Quality

• Configuration Accuracy: Assesses the frequency of errors or rollbacks due to misconfigurations in system tools or platforms.

4. Collaboration and Communication

• Stakeholder Feedback: Gauges satisfaction levels from internal teams regarding support responsiveness and quality.
• Cross-Functional Coordination: Measures the effectiveness of collaboration with other departments during integration and issue resolution.

5. Process Improvement

• Workflow Optimization: Tracks the number and impact of initiatives aimed at improving operational processes.
• Automation Implementation: Measures the adoption and effectiveness of automation tools or scripts to reduce manual tasks.

6. Documentation and Reporting

• Documentation Quality: Evaluates the accuracy, clarity, and completeness of technical and operational documentation.
• Reporting Timeliness: Assesses the punctuality and consistency of reporting on system issues, configurations, and integration status.

7. Production Support

• Issue Management: Monitors the number of production issues identified and resolved in collaboration with relevant teams.
• Post-Deployment Stability: Tracks the number of incidents or issues occurring after releases or deployments.

• Professional Experiences: Minimum of 2–4 years of experience in a product support, technical operations, or system configuration role, preferably within a digital product or fintech environment.
• Integration Support : Hands-on experience supporting partner, biller, or merchant integrations, including onboarding, configuration, and release coordination.
• BAU Operations: Proven track record in managing business-as-usual (BAU) support activities, including issue resolution, system monitoring, and stakeholder communication.
• Configuration Management: Experience working with content management systems (e.g., Strapi or similar platforms) to manage UI configurations, promotions, and feature toggles.
• Cross-Functional Collaboration: Demonstrated ability to work effectively with engineering, product, and partnership teams to resolve issues and deliver seamless integrations.
• Process Improvement: Exposure to process optimization and automation initiatives to improve operational efficiency.
• Production Support: Familiarity with production issue tracking and resolution, including collaboration with SRE or support teams.