Associate - Operations Support

Apertum Online is a leading B2B technology and operations service provider company based out of Mumbai, India providing business and technical expertise to the global online and mobile gaming industry. Apertum offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals to build and support scalable products which already provide entertainment to millions of users and take them to the next level. Candidate Profile - The Candidate should have proven experience in Payment operations. - The candidate should be an analytics-driven individual with excellent problem-solving skills - The candidate is expected to have proven experience in root cause analysis and handling escalated issues promptly in an internet company - The candidate is expected to have experience in handling general inquiries and escalated issues promptly within an online customer service structure - The candidate is expected to be detail-oriented for financial data check with hands-on experience of back-office systems Key Responsibilities - Handling day to day backend operations including query resolution - Monitoring and managing Customer Service operations for one or more countries - Analyse the Customer Service processes and help identify areas of performance improvements - Handling level 2/ 3 escalations providing support to our Customer Service team by analysing data and customer history - Escalations to Technology team, Trading and Payment providers as required - To reconcile online payment transactions and monitor the success rate from downstream service providers - To check potential fraud activities to mitigate the risk in online transactions, and escalate issue promptly if needed - To execute daily & monthly payment review and provide reports if needed - Website content management including banners and comments filtering Preferred: Games Operations / Online Gaming Skills and Qualification Requirements - 1+ Years of Experience in Payment operations - Relevant experience in an analyst function preferably in gaming or IT/ Ecom sector - 1+ years of Ops support experience in gaming/ Ecom and with an interest in sports a plus - Fluent in written and spoken English - Strong Excel / Google spreadsheet skills - Bachelor’s degree - Should be flexible to work in rotational shifts and weekoffs including public holidays as per business requirement - Annual performance Bonus - Night Shift Allowance - Overtime Payment - Referral Hire Bonus - IT Asset provided - 5 Days working - Paid leaves of 21 days (excluding 12 public holidays) - Health and Life Insurance - Team Outings - Highly talented, dependable co-workers in a global, multicultural organisation - Our teams are small enough for you to be impactful - Our business is globally established and successful, offering stability and security to our Team Members Interview Process 30 min Aptitude Test Remote video technical Round 1 interview for 30 mins Remote video technical Round 2 interview for 30 mins Pre-offer call with Talent Acquisition Team