Golden Gate Ventures

Careers

Resolution Specialist at Omise
Bangkok, TH

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