Support Analyst

MishiPay

Competitive salary

MishiPay is an international, leading checkout technology company that empowers shoppers to checkout in store using either self-checkout via their own smartphones, or using MishiPays industry leading, minimalist, low cap-ex kiosks. We are creating an enjoyable and convenient in-store shopping experience for leading retailers globally.

MishiPay now also runs Mobile POS, Click and Collect and Cash registers, so that merchants, who initially start with our self-checkout, can eventually run their whole store checkout process on MishiPay. With our technology, retailers have proven reductions in cost, due to requiring fewer cashiers, a marked increase in sales due to improved basket sizes, higher frequency of shopper visits and reduction in abandoned baskets, and in addition, all our retailers can access rich and priceless data about their customers. This enables a much better understanding of the customer journey in their bricks and mortar stores.

Our key growth markets are the US and EMEA and as such, as were looking for key individuals to make an impact within our talented, driven team.

Job Summary

As a Support Analyst, you will be responsible for delivering exceptional customer support by investigating, troubleshooting, and resolving technical issues in a timely manner. You will ensure accurate case documentation, maintain communication with stakeholders, and follow escalation protocols when necessary. Additionally, you will contribute to process improvements, asset management, and procurement workflows while adhering to organisational policies.

📌 Shift & Work Arrangement

This role is for the Australian shift (4:00 AM – 1:00 PM IST). It is a remote position, however, during the first 3 months, training will be conducted from our Bangalore office on a rotational shift basis.

Key Responsibilities

• Customer Support & Case Management
• Acknowledge and respond to customer inquiries with a Non-Holding First Response(NHFR) within defined SLAS.
• Ensure support case fields are accurately updated, including:
• Service Team (e.g., Respond Support Alpha)
• Severity & Priority (based on impact)
• Subject Line(must reflect the actual issue reported)
• Product Version (if missing, request details from the customer)
• Conduct daily follow-ups on open cases to ensure timely resolution.
• Schedule calls/meetings with customers when additional information is required.
• Issue Resolution & Documentation
• Perform root cause analysis (RCA) and document findings.
• Select appropriate Resolution Type (e.g., Fix, Workaround, Configuration Change).
• Provide a clear Resolution Summary (explaining the issue, steps taken, and any workarounds).
• Obtain customer confirmation before closing cases.
• Escalation & Problem-Solving
• Quickly identify high-priority issues requiring escalation to Tier 3/Engineering teams .
• Follow defined escalation paths to ensure prompt resolution.
• Use analytical skills to troubleshoot complex technical problems.
• Process Improvement & Compliance
• Assist in procurement workflows (Jira-based requests, testing, approvals, policy compliance).
• Support Asset Management (tool selection, implementation, tracking).
• Contribute to knowledge management by documenting solutions and best practices.
• Performance & Professional Development
• Meet quality & efficiency KPIs (call/email response times, resolution rates).
• Continuously upskill through self-study, training, and certifications.
• Mentor junior team members by sharing knowledge and best practices.
  
  

Qualifications & Skills

✔ Experience: 2+ years in technical support, IT helpdesk, or related field.

✔ Technical Skills: Familiarity with ticketing systems (Jira, ServiceNow), troubleshooting methodologies, and basic IT infrastructure.

✔ Soft Skills: Strong communication, problem-solving, and multitasking abilities.

✔ Process-Oriented: Ability to follow workflows (procurement, asset management) and enforce policies.

✔ Self-Motivated: Capable of prioritising tasks independently with minimal supervision.

Please Note: Candidates must have experience in Retail and/or E-commerce to be considered for this role.

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