Technical Support L1 - Barranquilla
Technical responsibilities of the role
Customer / client centricity
- Be a named point of contact/ownership of service for a group of Thredd clients as well as part of a team supporting all Thredd clients on a pool basis
- Have a detailed understanding of the customers' business (products, customer journeys, volumes) and needs
- Have end to end ownership of client requests to successful and timely resolution
- Advocacy for clients for requirements which are new to Thredd or not currently prioritised
Data & reporting
- Provide analysis on card/transactions data, being confident and understanding in depth Thredd systems in house (SC, EHI, WS etc)
Quality & controls
- Understand, follow, and adhere to defined incident management procedures and communication plans
- Appropriate escalation of potential issues as per defined processes, providing the required information needed to investigate thoroughly
Leadership responsibilities
Developing skills
- Seek opportunities to enable your own continuous development, and support learning of others
Fostering teamwork
- Build bridges between departments especially with IMPS, AM, AS, Product and other departments within the business
Communicating with impact
- Communicate clearly, using the appropriate channels
Delivering results
- Agree, capture and manage your personal goals to ensure delivery
Qualifications
- Excellent oral and written communication skills in English
- An understanding of transaction processing systems, electronic Point of Sale and ATMs, 3DS, Fraud, CB etc
- Experience of working in a fast-paced environment where client service is time critical and has a direct effect on the bottom line
- Experience in an operational environment
- Experience in office software applications such as Word, Excel, email and browser
- Preferable exposure with Jira, Confluence, Soap, ELK, Postman etc
- A track record of success in a B2B and client facing service role, within, payments and technology
- Ability to perceive clients
- Exceptional problem-solving ability backed by good judgement
- Keen attention to detail
- A strong sense of urgency
- Ability to perform both within a team and autonomously
Additional Information
This a 100% Onsite position in our Barranquilla Facilities.