Technical support Officer

ROLE SUMARRY

The post holder will be responsible for providing technical support by troubleshooting POS application issues, resolving the issue and also responding to compliants and ensuring the applications are working seemlessly. 

KEY DUTIES AND RESPONSIBILITIES

•  Responsible for monitoring, resolving, and responding to open tickets regarding POS application issues submitted by internal and external customers
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Progress issues and provide relevant information for troubleshooting POS application issue or for clarification.
• Responsible for improving and documenting the technical processes around POS application support.
• Prioritize and handle service requests and incidents.
• Keeping a record of configuration/application changes and scheduling application updates in collaboration with the Operations Team.
• Consulting with the software development team, internal users, and clients to improve application performance.
• Managing code migration across environments to ensure continued and synchronized functionality.
• Ensuring effective front-end and back-end functionality of applications.
• Keep Track of all logged requests with their corresponding statuses and relevant details for Audit related purposes.

• KNOWLEDGE

• Proven work experience as a POS Technical Support Officer in a FINTECH Industry

• SKILLS

• Strong troubleshooting, analytical, critical thinking skills, and problem-solving capabilities
• Time-management skills and the ability to adhere to deadlines for issues resolution.
• Excellent customer service skills

• ABILITIES

• Ability to diagnose and troubleshoot basic technical issues.
• Ability to provide step-by-step technical help, both written and verbal
• ability to think clearly, to work well under pressure, and to be patient communicating with non-technical end-users.
• Ability to support Linux and Window Application
• Ability to Analyze bash script
• Ability to understand basic coding concepts