• Proposes technical enhancements for services and products to stay current and relevant to customer needs
• Supports the day-to-day operations of the products, services, and platforms to ensure issues are addressed in a timely and effective manner to meet obligations
• Improvement’s initiatives (services, processes, products)
• Support all 2nd level Technical Customer issues, end to end
• Liaise with Technology teams and/or acquirers to find permanent solutions to issues/problem
• Review, analyze and provide solutions in technical and transaction related customer issues
• Track and monitor technical and transaction-related customer complaints resolution process and update customers appropriately
• Analyze complex cases related to 2nd level support and provides feedback to 3rd level/vendor
• Timely escalate issues to Management team
• Identify and suggest improvements to guarantee Customer Experience Excellence
• Receive and evaluate customer complaints related to 2nd level support as well as monitor all processes that come into direct contact with the customer
• Create and maintain training material and proceed with trainings of 1st level support agents.

• Familiarity with programming languages: PHP, CSS, HTML, XML, XSL
• Knowledge in CMS platforms
• Knowledge in Web Services (SOAP & REST)
• Good knowledge in Operating systems (Linux, Microsoft Windows)
• Soft skills
• Teamwork spirit and collaboration
• Willingness to learn
• Positive attitude
• Problem solving skills
• Organization skills