Deliver the quality of service that is beyond customers' expectations.
Xendit is an Indonesian fintech company that provides payment infrastructure across Indonesia. Xendit processes payments, runs marketplaces, disburses payroll and loans, detects fraud and helps other businesses grow exponentially. We serve these companies by providing a suite of world-class APIs and a dashboard UI that simplifies processes.
Our main focus is to build the most advanced payment rails for Indonesia, with a clear goal in mind — to make payments in Indonesia simple, secure and easy for everyone. We currently serve local SMEs to some of Indonesia’s largest tech startups and also giant-sized businesses like Samsung. We process millions of transactions monthly, growing 25% month on month for the last 2 years. We are trusted and backed by some of the largest VCs in the world, who invested in Facebook, Slack, Twitch and Grab, and are alumni of the prestigious YCombinator (S15).
As a Technical Support Analyst, you will be in a team that provides front-line primary technical support to customers on various technical issues relating to Xendit products. You will be responsible to respond to, document and resolving the issues according to our SLA. As a Technical Support Analyst, you will be working closely with Customer Support Analyst and Product Team to identify customer pain points, identify the root cause, and propose solutions and feedback to both parties alike.
Mission
Perform root cause analysis, to quickly resolve customer’s issues, while recommending procedures and controls for problem prevention.
Outcomes
1. Design and evaluate work processes within the Customer Support Analyst and Product Team
- Build and establish a framework for Customer Support Analysts to handle and escalate technical related issues
- Build a framework for the whole team to ensure consistent understanding of workflow's and output quality
- Compile logged technical issues and conduct analysis alongside Product Team for future improvements
2. Initiating and supporting change projects
- Define processes and skills that need to be upgraded/improved
- Initiate Improvement Projects and work with related teams to achieve goals
- Support positive change projects to improve team quality
3. Do whatever it takes to make Xendit succeed
You may be a good fit if
- Have minimum 1 years experience in Technical Support or related field in Technical Support position
- Strong empathy towards customers
- Have great critical thinking toward issues to make avoid redundant processes and decisions
- Can understand technical concepts and be able to translate to a range of audiences (i.e. translate nerd to layman)
- Have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations.
- Good with words and delivering
- Familiar with Javascript programming language, database, or business intelligence.
- You thrive on the autonomy and have proven you can push towards a goal by yourself
- You communicate well across teams
- Are ready and willing to be rostered on for nights and weekends - shift work doesn’t phase you
- Bonus points if you have experience in Technical Support in Start-Up or SaaS industries
What we care about
- Solve for the customer first: You build what customers want. You think about what is right for customers, not what is easiest for you
- Demonstrate mastery of honey badgery: You make ambitious goals. Then execute…no matter what stands in the way. When knocked down, you get up
- Take on challenges willingly and can be trusted to execute: You can be trusted to get things done right the first time quickly. You hit your deadlines
- You’re like us: You smile a lot, think work is fun and don’t take yourself too seriously. You measure yourself against the best and believe feedback is the breakfast of champions. You follow the golden rule
- You’re remarkable: People naturally talk about how awesome you are. If we can’t find someone who raves about you then it’s unlikely we will too
About Xendit
- Growing 25% month on month: We are one of the fastest growing companies in Southeast Asia and have done so for the last two years. We process close to 1b USD annually in payments by providing simple APIs for payments on a modern tech stack
- YCombinator Batch S15: YC is the best incubator in the world, producing Airbnb and Dropbox; 120 companies out of 6,000 applications get in
- Funded by investors behind Facebook, Slack, Kaokao, Path, Twitch, Grab, Tokopedia