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Responsibilities: • Managed various incidents and problems that were raised into us by the client. A careful analysis of the problem was carried out before it could be referred internally to people with expertise. • Co-ordinated with various teams across the organization to provide a resolution. This process often led to working closely with the technicians which aided in usage of the internal systems skillfully. • Communicated the solutions received from our technicians to the client. The responses were simplified and conveyed in both verbal and written format as per the business requirements. • Managed the end to end process of code fixes for incidents by liaising with the technicians right from testing to deployment of fixes. • Supported the client calls to discuss issues and suggest appropriate courses of action. • Ensured that the SLA and OLA of incidents, enquiries and requests were met. • Performed certain process oriented daily team assignments. • Took the initiative to perform team tasks to ensure smooth running of the day to day activities. • Assisted with billable requests for the client. • Arranged overview sessions for the team with different departments to facilitate learning.
Responsibilities: • Provided technical support to the merchants with their credit card machines and explaining to them the most effective function to perform on the terminal to fix the problem using internal systems. • Working the Multi-Pos technical team member queue within sales force, keeping track of all cases that were raised and following them up. This included arranging for terminal collection and calling up merchants to resolve any queries dealing with resets. • All of these queries aimed to be resolved at first point of contact and also providing excellent customer service at all times
Responsibilities: • Customer service queries are very varied and range from requests for additional facilities, change to account details, invoice queries and funding issues. • To deal with queries relating to merchant statement enquiries and general operational questions. • Advising merchants with any query related to their transaction using some of the internal applications.