Apertum Online Pvt Ltd Hiring for Associate – Operations Support at Mumbai, Maharashtra Full Time

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.

Job Description

Candidate Profile

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, content management and escalations

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

Qualifications

Skills and Qualification Requirements

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

Working knowledge of database architecture and management (preferably MySQL and Oracle) is a plus

Fluent in written and spoken English

Strong Excel / Google spreadsheet skills

Bachelor’s degree and above in a related subject (science major) would be beneficial

Should be flexible to work in rotational shifts and weekoffs including public holidays as per business requirement

Additional Information

IT Asset provided

5 Days working

Paid leaves of 21 days

Annual Bonus

Night Shift Allowance

Overtime Payment

Referral hire Program

Team Outings

Education allowance (Training courses, Udemy, Coursera, etc.)

Job Location: Andheri East, Near JB Nagar Metro Station

Annual company trips (e.g. For 2022 in Goa)