Service Operations

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