Troubleshooting

Show all⁠

Responsibilities:

· First point of contact for customer, identifying nature of queries and routing to the appropriate team if required.

· Customer on-boarding for all the payment services offer by company.

· Take ownership, log, and co-ordinate all related queries and request from customers.

· Follow up and solve incidents; escalate incidents to when unable to resolve and ensuring that service quality levels meet expectations.

· To perform an initial assessment, attempts to resolve or escalate the problem, based on agreed service level (SLA).

· To escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution.

· To monitor the escalation procedures and keep end-users informed.

· To work with shift rotation