IT Support Specialist at Bayes

• The Systems Support Specialist is responsible for providing timely support and monitoring of systems and applications. This includes resolving technical issues, documenting solutions, and ensuring issues are addressed within defined SLAs. The role involves collaborating with internal teams, offering technical training, and supporting system design and API integrations. The specialist will also escalate unresolved issues, prepare performance reports, and assist both internal teams and customers during meetings and system deployments. The focus is on efficient problem-solving, system reliability, and customer satisfaction.

• Technical Support:
• Serve as the first line of contact for technical issues: raised by internal staff or customers using BAYES lending platform or any other platform.
• Diagnosing issues: Troubleshoot issues involving APIs, platform workflows, integrations (e.g., payments, credit bureaus), and infrastructure.
• Investigate and resolve bugs: escalate unresolved issues to the engineering team at PYCS where necessary, and follow up to ensure timely resolution.
• Monitor system performance: uptime, and transaction flows using dashboards and logs (e.g., Kibana, Grafana).
• Support client onboarding and configuration, ensuring seamless platform integration.
• Document: recurring issues, solutions, and best practices in our knowledge base.
• Assist with deployment: support, configuration, and onboarding for new clients.
• Participate in incident management, communicate root cause analyses to stakeholders.
• Provide input: on improving platform reliability, supportability, and monitoring tools.
• Cross-collaboration: with other BAYES departments to tackle any arising issues and escalate where necessary.
• Attending all scheduled Tech standups and any other scheduled meetings.
• Assisting in employee onboarding where needed.
• Data Analytics:
• Analyze transactional and behavioral data: to identify trends, bottlenecks, or anomalies in system usage.
• Develop and maintain internal dashboards and reports: to support operations and customer success.
• Provide insights into customer issues: based on usage data to drive product or process improvements.
• Collaborate: with product, engineering, and business teams to define key metrics and monitor performance.
• Generate client-specific reports: (e.g., portfolio performance, repayment trends) upon request.
• Ensure data quality and consistency: across support logs, customer reports, and internal systems.
• Any other duties as may be assigned from time to time.

• Bachelor's degree in Computer Science, Information Technology or any related course from an accredited institution.

• At least 2+ years of experience in a technical support, DevOps or Systems Support role.
• Strong understanding of SQL for querying databases.
• Proficiency in reading/debugging backend logs and APIs (RESTful Services)
• Familiarity with message brokers (e.g. RabbitMQ, Kafka)
• Knowledge of cloud platforms (e.g. AWS, Azure) and basic networking.
• Excellent problem-solving and analytical skills.
• Good interpersonal skills.
• Strong communication skills with the ability to interact with both technical and non-technical stakeholders.
• Ability to work under pressure and handle multiple priorities effectively.
• We are excited to have you as part of our team and look forward to your contributions in delivering excellent customer service!

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