Implementation & Support Consultant

Job Description & Requirements Key Responsibilities: Work closely with merchants during the onboarding process to support backend configuration and API integration. Provide technical consultation and guidance on the use of our APIs and system functionalities. Collaborate with internal product, engineering, and business teams to ensure a seamless implementation experience. Troubleshoot and resolve merchant-reported issues related to usage, performance, or integration with our systems. Serve as the primary point of contact for merchants experiencing technical problems or providing feedback on system usability. Identify recurring issues and work with the product and engineering teams to recommend improvements. Maintain clear and timely documentation of issue resolutions, integration guidelines, and FAQs. Ensure a high standard of service delivery and customer satisfaction through proactive communication and support. Answer operational and application questions and consult the customer. After "go-live", provide technical support to the customer when necessary. Work coordination with various internal technical teams, such as Product Team / Support Team / Development Team, etc. Requirements: Bachelor's degree in business, IT, or related field (or equivalent experience). Requires a minimum of 2 years of experience in IT or related field Strong leadership and people management skills. Excellent problem-solving and analytical abilities. Technical proficiency in software and technology troubleshooting. Exceptional communication and interpersonal skills. Confidence and ability to understand and navigate new technology quickly. Ability to multi-task and manage time effectively. Report to the head of the department. Preferred Qualifications: Experience with Web3 technologies (e.g., blockchain, smart contracts, crypto wallets, or decentralized applications) is a strong plus. Basic knowledge of programming or scripting languages (e.g., Python, JavaScript) is a plus. Understanding of security and compliance standards relevant to data exchange and system integration.