Job Summary

The Digital Product Support role is responsible for providing technical and operational support for digital products, ensuring seamless functionality, troubleshooting issues, and assisting internal and external stakeholders. This role requires a strong understanding of digital platforms, excellent problem-solving skills, and the ability to work closely with cross-functional teams to enhance user experience and product performance.

Job Description

Product Support & Issue Resolution:

• Provide first-level support for digital products, addressing user issues, troubleshooting, and escalating technical problems as necessary.

• Collaborate with development teams to resolve bugs, system errors, and performance issues efficiently.

• Monitor product performance and proactively identify potential problems or areas for improvement.

• Maintain and update knowledge bases, FAQs, and documentation to support internal teams and external partners.

User Assistance & Training:

• Assist business partners, developers, and end-users with inquiries related to product functionalities.

• Conduct product training sessions for internal teams and external stakeholders.

• Gather user feedback and work with the Product and Development teams to improve product usability.

Operational Support & Process Improvement:

• Support onboarding processes for new digital partners, ensuring a smooth integration experience.

• Assist in testing new product features and enhancements before release.

• Work with cross-functional teams to streamline support processes and improve overall efficiency.

• Maintain accurate records of support activities, resolutions, and escalations.

Job Requirement

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field.
• 1~3 years of experience in digital product support, technical support, or a similar role
• Familiarity with digital platforms, APIs, and mobile/web applications.
• Basic troubleshooting skills for software and system issues.
• Knowledge of customer support tools and ticketing systems (e.g., Jira, Zendesk, ServiceNow).
• English language competency

WHO WE ARE
Since 2017, KBZ Bank has undergone a significant transformation to become Myanmar's leading digital and mobile-first bank. Our initiatives have included restructuring leadership, enhancing risk management, and improving transparency. Notably, we launched KBZPay in 2018, a mobile wallet now serving over 10 million users, greatly expanding financial inclusion. Recognized for our governance and inclusion efforts, we continue to drive growth and accessibility in Myanmar's banking sector.

WHAT'S IN IT FOR YOU:

• Rapid growth opportunities with a steep learning curve.
• A dynamic and challenging work environment in the banking sector.
• Commitment to your personal and professional development.
• A diverse and international team fostering inclusion.
• Engaging in company and team events.
• Immediate responsibility and impact in a fast-evolving global bank.
• Comprehensive benefits include health insurance and ongoing learning and development opportunities.