Implementation Analyst II

About Zeta

Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.

About Axon

Axon speeds up the digital banking journey for all card issuers by bringing an “always ON” digital experience to their customers. Financial Institutions that use Axon, deliver to their customers an unparalleled card management experience, personalized risk controls, digital payments and actionable insights into their financial spends. Axon is available as an SDK or ready to use mobile apps that issuers can launch to their customers in a matter of days.

Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.

Learn more @ www.zeta.tech, careers.zeta.tech, Linkedin, Twitter

About the Role

We are seeking a motivated and customer-oriented Implementation Analyst with 2-3 years of experience to join our dynamic support team. The ideal candidate will provide technical assistance with both L1 and L2 support to our customers, ensuring smooth operation and maximum satisfaction with our products. This role involves troubleshooting, diagnosing, and resolving customer issues while maintaining a high level of professionalism and customer service.

• Level 1 (L1) Support:
• Customer Interaction: Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
• Issue Logging: Document and log all customer interactions, issues, and resolutions in the support ticketing system.
• Troubleshooting: Provide basic troubleshooting for product-related issues, including software installations, configurations, and general usage.
• Problem Escalation: Escalate unresolved issues to appropriate departments as necessary.
• Knowledge Base Maintenance: Contribute to the maintenance and updating of support documentation and knowledge base articles.

• Level 2 (L2) Support:
• Advanced Troubleshooting: Handle more complex technical issues escalated from L1 support, including in-depth software and system diagnostics.
• Issue Resolution: Provide solutions to technical problems by researching and replicating customer issues in a controlled environment.
• Customer Communication: Ensure timely and accurate communication with customers regarding the status and resolution of their issues.
• Collaboration: Work closely with engineering and product teams to resolve technical issues and provide feedback for product improvements.
• Root Cause Analysis: Perform root cause analysis on recurring issues and implement long-term solutions to prevent future occurrences.

• Technical Skills:
• Proficiency in troubleshooting software applications and understanding of system environments.
• Familiarity with databases, networks, and web technologies.
• Experience of working in microsystems environments using Kibana/Opensearch for debugging.
• Basic programming or scripting skills (e.g., Python, JavaScript, Shell scripting) are a plus.
• Soft Skills:
• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Customer-focused attitude with a commitment to providing high-quality support.

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience: 2-3 years of experience in a technical support or customer service role, preferably in a software or technology environment.
• Preferred Qualifications:
• Certifications: Relevant industry certifications (e.g., CompTIA A+, ITIL) are advantageous.
• Tools and Technologies: Experience with support ticketing systems (e.g., FreshDesk, JIRA), remote support tools.
• Industry Knowledge: Familiarity with banking mobile Apps, SDK and API products.

Zeta is an equal opportunity employer.  

At Zeta, we are committed to equal employment opportunities regardless of job history, disability, gender identity, religion, race, marital/parental status, or another special status. We are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the roles and responsibilities.