Monitoring & Support Associate (Fintech)

TL;DR

Monitoring & Support Associate (Fintech): Responsible for achieving SLAs and handling alarms, outages, or issues during coverage hours with an accent on monitoring industry metrics and identifying anomalies. Focus on troubleshooting, making necessary adjustments, and optimizing internal processes to improve customer experience.

Location: Shenzhen / Shanghai, China

Company

hirify.global enables the biggest companies in the world to collect payments in 40 countries in emerging markets.

What you will do

• Generate reports and monitor important industry metrics.
• Monitor and identify anomalies or patterns at an early stage to prevent escalation.
• Involve, escalate, and communicate with other teams through the correct channels in a timely and clear manner.
• Perform troubleshooting and make necessary adjustments to ensure operations are not affected.
• Manage tickets, questions, and issues reported by customers.
• Follow up on issues internally to assure that SLAs are fulfilled.

Requirements

• Bachelor's degree or student.
• Availability to work during weekends.
• Strengths: proactive, independent, critical thinking, issue prevention attitude anticipating potential incidents, great energy, decision making.
• Knowledge of analytical tools is a plus: Excel, SQL, Databases, Kibana, etc.
• Advanced/Fluent English
• Working from Thursday to Monday - 7 am to 4 pm (1 hr break)

Nice to have

• Experience working in the payments or tech industry is a plus.

Culture & Benefits

• Flexible schedules and performance-driven environment.
• Work in a dynamic and ever-evolving fintech industry.
• Access to a Premium Coursera subscription.
• Free English, Spanish, or Portuguese classes.
• Monthly social budget for team activities.
• Opportunity to rent hirify.global Houses for coworking with your team worldwide.

Hiring process

• The Talent Acquisition team will review your CV.
• You will be kept posted by email at every step of the process.