مهندس پشتیبانی فنی

Job Description

• Monitoring SLA, OLA, and growth metrics.
• Defining service levels with service providers and merchants and making sure to receive related reports in defined intervals.
• Planning to improve service qualities.
• Assessing customer support needs.
• Defining and deploying pre-requisite tools, infrastructures, processes, 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.
• Responding to internal stockholder inquiries and assist in troubleshooting and resolving challenges.
• Actively updating, maintaining, and monitoring all aspects of products.
• Attending in-person meetings with related stockholders to analyze, troubleshoot, and diagnose product problems.