Service Operations Specialist

Job Description

- 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.

Requirement

-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