استخدام Technical Support Specialist

Job Description

A Technical Support Specialist role is overseeing and maintaining internal & external services and software systems. Their skills are an asset to the company, as they aid in resolving technical issues and incidents, concerning and recording customer's problems or company applications. A Technical Support Specialist will also support integration by diagnosing and troubleshooting common problems in App and other products.

Job Responsibilities:

• Monitoring SLA, OLA, and growth metrics.
• Defining service levels with service providers and merchants and make sure to receive related reports in defined intervals.
• Planning to improve service qualities.
• Assessing customer support needs.
• Defining and deploying pre-requisites tools, infrastructures, processes and etc. to improve all operation processes and activities.
• Logging and resolving customer issues.
• Redirecting problems to appropriate teams. (Product team, Infrastructure, or service provider)
• Diagnosing and troubleshooting software and mobile apps or other Digipay products.
• Respond to internal stockholder’s inquiries and assist in troubleshooting and resolving challenges
• Actively update, maintain and monitor all aspects of products
• Attend in-person meetings with related stockholders to analyze, troubleshoot and diagnose product problems

Requirements:

• Availability for Monitoring Systems
• In-depth knowledge of Structured Query Language
• Knowledge of the relational and no-SQL databases
• Knowledge of systematic planning practices and service quality evaluation
• Ability to prioritize and manage several milestones and projects efficiently
• Familiarity with Financial concepts
• Familiarity with payment Industry (Shaparak, Shetab Processes)
• In-depth knowledge of software and microservices
• Previous work experience as a technical support engineer
• Strong analytical and problem-solving skills.
• Excel proficiency is a must.