Service Coordinator

How do you want to pay? It’s a question you’ve answered on-screen or in-person thousands of times, but your choices have always been limited. Imagine the flexibility to pay however you want – credit, debit, multiple currencies, frequent flyer miles, loyalty points, or digital payments - all on the same card or digital wallet. Sound impossible? Episode Six makes the seemingly impossible happen every day.

We’re a global provider of API-based payment processing and wallet management infrastructure. We’re 100% cloud-native, hyper-configurable, and a “Top 10 Place to Work in Fintech.” And we’re changing how people think about payments.

Today, we’re powering payments for one of the world’s largest banks and airlines and numerous innovative fintechs. E6 is headquartered in Austin with offices in Tokyo, Singapore, Brisbane, and London. We provide technology for clients in 24 countries on four continents. Since 2018 when we launched with HSBC, we have grown more than 10x.

Interested in redefining what’s possible in payments? Join Episode Six today.

What role we’re hiring for:

We are a growing fintech organization looking to add a Service Coordinator based out of Tokyo, Japan.

What you’ll be responsible for in this role:

• Works closely with internal E6 technical teams and our outside clients. You act as a technical bridge, helping customers see the biggest return from their investment in E6 technology and services. To excel, you bring strong technical skills and excellent people skills.
• There are two distinct phases to the work of application support for each of our projects: Implementation, and post-implementation support.
• During the implementation phase, you work closely with teams from our clients, converting our solution design and technical platform into a concrete build. During post-implementation support, you assist clients with incident support and planning configuration changes.
• As subject matter experts for our solutions, you also act as a mentor to your teammates and our clients, either formally (such as through training) or informally.
• Great candidates will be proactive problem solvers and share our vision for customer success and have a focus on service improvements – such as through the development of re-usable content and recommendations.

What experiences and skills are necessary to be successful in this role:

The successful candidate will bring experience supporting Java-based applications in the financial space, together with strong people skills and a focus on collaborative working.

Mandatory

• 7+ years supporting mission-critical Java applications
• 5+ years' experience in financial services
• 3+ years in a client-facing role as a service coordinator
• Experience writing basic queries to extract data from SQL & NoSQL databases
• Experience querying RESTful APIs using Postman or other tools
• Able to participate in on-call rotation with peers for escalation support
• Prioritize, triage, and resolve support issues and requests
• Liaise across other IT Teams to achieve the desired outcome
• Experience in handling review meetings with clients
• SLA reporting
• Experience in Incident management / Change management
• Provide accurate and professional communications to internal Customers on the progress against issues & requests
• Assist in the deployment of core Products, taking end-to-end ownership for the delivery of assigned work packages
• Identify opportunities to drive process efficiency and automation

Desirable

• Familiarity with PCI DSS
• Experience with Mastercard/Visa card processing networks

Knowledge & Skills

• Excellent personal management and organization skills.
• Excellent communication skills, both verbal and written.
• An analytical mindset and technical ability.
• Ambitious and driven to exceed expectations.
• Ability to communicate at all levels, build positive relationships with colleagues and clients and maintain excellent customer service skills.
• Credible and professional.
• Able to challenge appropriately and present solutions.
• High attention to detail.
• Self-starting and able to work on own initiative.

What makes a successful E6er?

• We appreciate the unique backgrounds, skill sets, experiences, and contributions each E6er brings. With a strong culture of respect for all, we foster an inclusive and supportive environment for every E6er to excel and grow.
• We take immense pride in everything we do, no matter how big or small. We work hard, we work smart, and we sweat the details. We are humble enough to know that we do not know it all. We are excited to come to work every day, knowing we will be learning, improving, innovating, and making an impact.
• A people first mentality. From professional development on day 1 to a 360 focus on your wellbeing, and the ability to work where you need to, we’re here to support you.