Job
Description
Responsibilities: Provide technical support to bank customers by troubleshooting and resolving issues related to our products and services. Respond to support requests via phone, email, chat, and ticketing systems, ensuring timely resolution of issues and maintaining high levels of customer satisfaction. Collaborate with cross-functional teams, including development, QA, and operations, to address and resolve complex technical problems. Utilize tools such as Kibana, Firebase Crashlytics, Mixpanel, and Postman to diagnose issues, monitor performance, and analyze data. Develop and maintain knowledge of the company's products, services, and technical infrastructure to provide accurate and effective support. Create and maintain detailed documentation of troubleshooting procedures, common issues, and resolutions to improve the efficiency of the support process. Participate in ongoing training and professional development to stay current with industry trends and advancements in technology. Identify recurring issues and collaborate with the development team to drive improvements and reduce support incidents. Escalate complex or unresolved issues to appropriate team members or management as needed. Participate in on-call activities. Monitor dashboards. Prepare reports. Requirements: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience. 5+ years of experience in a technical support role for applications, specifically in the banking sector with a focus on card transactions. Hands-on experience in using Jira Service Management. Proficiency in using Kibana, Firebase Crashlytics, Mixpanel, and Postman for troubleshooting, monitoring, and data analysis. Strong problem-solving skills and the ability to troubleshoot complex technical issues. Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences. Detail-oriented and organized, with the ability to manage multiple tasks and priorities effectively. Strong customer service skills and a commitment to delivering high-quality support. Familiarity with ITIL or other ITSM frameworks.
