Job Description
The Product Support Engineering (PSE) team is a Tier 3 Customer Support team tasked with supporting merchants using all CyberSource products and services. This role will have a focused emphasis on Integrated Commerce and Card Present payment solutions and is based in Philippines. Candidates are expected to handle escalated case tickets, work with other teams inside and outside the Support organization, provide product training, and interface with customers on an as-needed basis.
RESPONSIBILITIES
Troubleshooting escalated technical problems
Escalating issues to Product Development, Product Management, and / or Operations teams while managing their resolution
Building internal support related tools and documentation
Participating in requirements, design, and roll out of new products and services
Interfacing with customers that have both direct and partner relationships to the business Representing Customer Support to other departments within the company including Sales, Operations, Product Management, and Product Development
Creating, editing, and distributing customer notifications
Taking part in the after-hours/weekend on-call rotation
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
