Resolution Specialist

  • Omise
  • Bangkok, Thailand
  • May 11, 2018
Full time Finance Information Technology

Job Description

Omise is hiring a full time Resolution Specialist to proactively solve customer (merchant) issues and assist them to successfully adopt Omise payment capabilities into their business operations. This role is based in Thailand and is open to Thai nationals with background in software engineering / programming.

At Omise, hiring people is a process we do with care. We are careful of whom we bring in to the Omise family. We believe that skills are not the only thing to consider when selecting. Instead, we value people with independent thinking, good character and right attitude to learning and adjusting to different environments. We give freedom to our employees for learning and applying new concepts at work. There are no strict rules on how to do something, but only what needs to be achieved. This flexibility allows our team to work together in a stress-free environment and at the same time innovate with new technologies and ideas

Roles and Responsibilities:

  • Lead the Problem Management process by employing multidisciplinary problem solving and root cause analysis methods to resolve underlying problems that impact service delivery and Omise customer experience
  • Produce preventive actions and/or suggest permanent solutions to avoid recurrence of service incidents and/or customer inquiries
  • Provide support to the Omise Customer Support staff in reproducing and troubleshooting issues reported by customers prior to escalation to Product Development team
  • Develop and maintain process and service metrics for Continual Service Improvement program
  • Participate in Early Access Program, Operations Acceptance Test (OAT), User Acceptance Test (UAT) and other Release process components to proactively represent Omise customers and share customer voices
  • Identify improvement opportunities in product platform, internal work process and service operations activities that enhance Omise customer experience
  • Lead the collaboration among internal teams in carrying out service improvement related projects. 

Qualification:

  • A degree in Computer Engineering, Computer Science, IT or Finance
  • Customer first mindset
  • Fluent in Thai and efficient in English
  • Team player who can work across boundaries
  • Having sound knowledge of web service and web technology
  • Efficient with data manipulation through spreadsheet software
  • Ability to articulate technical information into common language for non-technical audience
  • Self-motivated and can develop required knowledge and skills through independent self-learning
  • Willing to go above and beyond to help other team members deliver great service to Omise customers
  • Having practical programming skills in Go, Java, JavaScript, PHP, Python or Ruby is an advantage