Implementation & Support Consultant

Job Description & Requirements

Key Responsibilities:

• Work closely with merchants during the onboarding process to support backend configuration and API integration.
• Provide technical consultation and guidance on the use of our APIs and system functionalities.
• Collaborate with internal product, engineering, and business teams to ensure a seamless implementation experience.
• Troubleshoot and resolve merchant-reported issues related to usage, performance, or integration with our systems.
• Serve as the primary point of contact for merchants experiencing technical problems or providing feedback on system usability.
• Identify recurring issues and work with the product and engineering teams to recommend improvements.
• Maintain clear and timely documentation of issue resolutions, integration guidelines, and FAQs.
• Ensure a high standard of service delivery and customer satisfaction through proactive communication and support.
• Answer operational and application questions and consult the customer.
• After "go-live", provide technical support to the customer when necessary.
• Work coordination with various internal technical teams, such as Product Team / Support Team / Development Team, etc.

Requirements:

• Bachelor's degree in business, IT, or related field (or equivalent experience).
• Requires a minimum of 2 years of experience in IT or related field
• Strong leadership and people management skills.
• Excellent problem-solving and analytical abilities.
• Technical proficiency in software and technology troubleshooting.
• Exceptional communication and interpersonal skills.
• Confidence and ability to understand and navigate new technology quickly.
• Ability to multi-task and manage time effectively.
• Report to the head of the department.

Preferred Qualifications:

• Experience with Web3 technologies (e.g., blockchain, smart contracts, crypto wallets, or decentralized applications) is a strong plus.
• Basic knowledge of programming or scripting languages (e.g., Python, JavaScript) is a plus.
• Understanding of security and compliance standards relevant to data exchange and system integration.