Responsibilities
- Ensure that all incoming orders via telephone, WAG, email, or other channels are responded to promptly and recorded in the monitoring system.
- Monitoring services to EDC and POS systems, payment transactions, and merchant support.
- Understand the fundamentals of troubleshooting hardware, software, applications, and networks.
- Handling SLAs, ticket management, incident management, escalation processes, and problem management.
- Monitoring KPIs, coaching and mentoring team members performance.
- Strong analytical and problem-solving skills.
- Strong communication skills for interacting with customers and internal teams.
- Capable of working towards targets and performing.
- Produce incident reports, Root Cause Analyses (RCA), and improvement plans.
Requirements
- Minimum 2-3 years in IT operations, Customer Support, Service Desk, IT Support
- Customer Relationship Management
- EDC Management System
- POS Management System
- Ticketing System
- Payment/Transaction Monitoring System
- Merchant Management System