Support Expert III
Support Expert III
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Job Description
Support Expert 3
JOB MISSION
As part of the support for HPS solutions installed at clients’ premises contribute to enhancing the customer experience and ensuring incident reduction through the implementation of proactive measures to reduce tickets for common incidents shorten the resolution times for major incidents as well as establishing and maintaining a knowledge management base and providing team training.
JOB OBJECTIVES
Ensure the resolution of Level 3 incidents escalated by the regional support engineers
Analyze Level 3 escalations and recommend appropriate actions.
Implement necessary fixes/developments to resolve these incidents.
Perform unit tests and document the changes made.
Generalize solutions and fixes across all clients.
Document the analysis and solutions for major incidents.
Conduct onsite interventions for major client incidents.
Implement a proactive approach to ensure the resolution of common and recurring incidents
Assess service requests and provide recommendations to reduce ticket generation.
Document scripts for recurring incidents.
Participate in the development and upgrade lifecycle of the PowerCard suite
Provide field expertise to product teams during the development and testing cycle.
Ensure prompt handling of incidents related to new products and features.
Provide business expertise and train support teams.
Organize periodic workshops with product directors and provide recommendations to reduce incidents.
Design and maintain a knowledge management base for support
Lead the design and organization of a support knowledge management base.
Document scripts for resolving major and recurring incidents.
Train teams on how to use the knowledge base.
REQUIRED SKILLS
Explanation of skill levels:
1– Basic Knowledge
2 – Intermediate
3 – Proficient
4 Expert
Primary
Secondary
Domain Understanding
Nice to have
PLSQL
(the above skills should be 3/4 or 4/4
C Programming
UNIX
Testing techniques
Backoffice and online network certification (Visa Mastercard Diners CUP etc.
Skills should be 2/4 or 3/4
Acquiring
Issuing
Switch
(Either one of the above skills should be 3/4 or 4/4
PowerCard Products
Skills should be 1/4 or 2/4
Behavioral Skills : Interpersonal Skills Team Player Initiative Flexibility good verbal communication and written.
JOB PROFILE
Education Level: Master’s degree (Bac5 or equivalent
Experience: Over 12 years in support and PowerCard development or at least 15 years with a Bachelor's degree (Bac3.
Skills
Proactive, Unit Tests, Unit Test, Interpersonal Skill, Scala, Plsql, Unix, Development And Testing, Sql, Interpersonal Skills, Knowledge Management
Employment Type
Full Time
