A Technical Support Specialist role is overseeing and maintaining internal & external services and software systems. Their skills are an asset to the company, as they aid in resolving technical issues and incident, concerning and recording customer's problems or company application. A Technical Support Specialist will also support integration by diagnosing and troubleshooting common problems in App and other products.

Job Responsibilities:
· Monitoring SLA, OLA and growth metrics.
· Defining service levels with service providers and merchants and make sure to receive related reports in defined intervals.
· Planning to improve service qualities.
· Assessing customer support needs.
· Defining and deploying pre-requisites tools, infrastructures, process and etc. to improve all operation process and activities.
· Logging and resolving customer issues.
· Redirecting problems to appropriate teams. (Product team, Infrastructure or service provider)
· Diagnosing and troubleshooting software and mobile apps or other Digipay products.
· Respond to internal stockholder’s inquiries and assist in troubleshooting and resolving challenges
· Actively update, maintain and monitor all aspects of products
· Attend in-person meetings with related stockholders to analyze, troubleshoot and diagnose product problems

Job Requirements:
· Availability for Monitoring Systems
· In-depth knowledge of Structured Query Language
· Knowledge of the relational and no-SQL Databases
· Knowledge of systematic planning practices and service quality evaluation
· Ability to prioritize and manage several milestones and projects efficiently
· Familiarity with Financial concepts
· Familiarity with payment Industry (Shaparak, Shetab Processes)
· In-depth knowledge of software and micro services
· Previous work experience as a technical support engineer
· Strong analytical and problem-solving skills.
· Excel proficiency is a must.