Technical Support Specialist

Job Description

• Create and manage SOP for operational and complaint workflow between the Company and related merchants.
• Maintain updates of merchant products.
• Communicate with merchant operational teams for complaint handling and resolution.
• Learn and adapt to merchant operation flows for complaint management across multiple issues including payment, product issuance, and refunds.
• Use back office tool and database for complaint monitoring and tracking.
• Train and lead technical support team.
• Create and enforce KPI and SLA of ticket management for the technical support team.

• Review and analyze performance metrics to identify opportunities for performance improvement

Qualifications

• Minimum of 3 years supervisory experience in complaint handling & operations environment.
• Demonstrates ability to process data and use the data to drive decision making.
• Familiar with sales, payment flows, and post-sales services.
• Required skill(s): communication, computer, negotiation, complaint handling.
• Strong interpersonal and communication skills with the ability to communicate effectively.
• Interest in streamlined flows and efficient processes and able to drive scalability.
• Display strong ability to drive problem-solving, identify root cause, analyze data details to take appropriate actions.
• Ability to learn processes
• Ability to produce specification documents with minimal supervision.

Additional Information

Please submit your portfolio