Job Description

• Monitor SLA, OLA, and growth metrics.
• Define service levels with service providers and merchants and make sure to receive related reports in defined intervals.
• Plan to improve service qualities.
• Assess customer support needs.
• Define and deploy pre-requisites tools, infrastructures, processes and etc. to improve all operation processes and activities.
• Log and resolve customer issues.
• Redirect problems to appropriate teams (product team, Infrastructure, or service provider).
• Diagnose and troubleshoot software and mobile apps or other Digipay products.
• Respond to internal stockholder 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.

Requirements:

• Bachelor’s degree in Computer Science or Information Technology.
• Experience in documenting processes and monitoring performance metrics.
• Ability to work with data and analyze it to create reports.
• Availability for monitoring systems.
• In-depth knowledge of structured query language.
• Knowledge of relational and no-SQL Databases.
• Knowledge of systematic planning practices and service quality evaluation.
• Ability to prioritize and manage several milestones and projects efficiently.
• Familiar with financial concepts.
• Familiar with the payment Industry (Shaparak, and Shetab Processes).
• In-depth knowledge of software and microservices.
• Previous work experience as a technical support engineer.
• Professional written and interpersonal skills.
• Strong analytical and problem-solving skills.