Technical Operations Support - L2

We require technically qualified people for our 2nd line Technical Support helpdesk. The work involves normal working hours (09:00 – 17:00. The role will be responsible for taking calls / tickets from our 1st line contact centre helpdesk and from Clients’ help desks in Romanian and English, resolving technical problems to restore services and where necessary passing issues to our 3rd line support (in English) for longer term fix; The goal is always to get Services operational in the shortest time. You will be required to support customers, manage incidents, support colleagues and report progress on incidents and resolve technical issues. 

As a key member of the epay operations staff the individual will be responsible for solving incident tickets and managing the daily direct relationships with our level one and three staff to ensure that the customer’s ePay systems are meeting agreed SLA levels.  The level 2 Customer Support Specialist will primarily be responsible to ensure service quality and continuity. For more details about our company please visit our website at following link: http://www.epayworldwide.com

Duties:

-L2 Support:

• Reports generation from databases

• SQL Scripts development and deployment supervision – Interactions with IT production team
• Issues investigation (error analysis, DB and trace analysis)
• Status update for open tickets
• Adding/Deleting Products & Tickets.
• Handle tickets related to issues with TMS, Monitor, Terminals, Cards, PINs etc.
• Pulling reports from Monitor/TMS/Requester/Database
• Issues with PIN codes. Recycling of PIN codes
• Enabling/Disabling features

-Transforming business needs into operational solutions and written explanations

-Trainings to level one agents

-Issues documentation, knowledge base feed

-Preparation of procedures, presentations and user documents

Technical Helpdesk Support Duties

-Responsibility for analysing Live Application Support Incidents. 

• Accurately documenting the reasons and fixing the problems causing the incident, or allocating the problem with a clear descriptor to our development team
• Managing the incident through to closure of a fix and reporting back
• Ensure Incident follow-ups are actioned and completed, seeking input/updates where necessary
• Reporting on incidents, releases, problems

-Use investigation & resolution skills to investigate the cause of risks &issues and pro-actively offer potential solutions.

-Ensure all changes to systems supported by Operations comply with documented Change Control Process. 

-Bring to the attention of the management any service level risks and issues.

-Carry out a range of co-ordination & control activities, including preparation of incident issue and risks logs.

-Report work status regularly to Support Manager, providing dashboard/ categorization of incidents and work in accordance with epay Support directions.

-Work with and operate epay’s Configuration Management process.

-In all dealings, demonstrate a high level of quality and professionalism, with attention to detail.

• Very good knowledge of SQL is mandatory.
• Knowledge of PHP, VBA scripting would be a plus.
• Knowledge with sFTP applications would be a plus.
• Proficient in Windows environment including Ms SQL server.
• Excellent customer focus.
• Excellent technical troubleshooting & analysis skills in a logical & disciplined manner with attention to detail.
• Ideally a prior background or experience in Software Testing and/or a Technical Helpdesk Support function
• A strong teamwork ethos is essential, in addition to the ability to prioritise and multitask.
• International and/or experience in Electronic Payments, Financial Services, Telecom or a related industry would be a plus.
• Fluent verbal & written English language communication is mandatory.
• Ability to document activities, problems and procedures clearly, accurately and concisely.
• Self-motivated and ability to work independently.
• Capable of Multi-tasking. Organized. Stress resistant.
• A motivated, pro-active, self-starter with a success oriented attitude, willing to learn the epay Payment Products
• Must have legal right to work in EU.

·       This role, aside the normal working patterns (09:00 – 17:00).

• Hybrid work model
• Medical clinic subscription
• Meal tickets
• Professional and international working environment
• Opportunity to advance professionally
• Office address: Victoria Business Park, Șoseaua București-Ploiești 73-81