Job title : Advanced Support Specialist (case management)
Our advanced support specialists need to qualify all the production issues escalated by Regional Support regarding our Front to back payment solution and develop / propose way for mitigation when possible.
Key Responsibilities :
Provide advanced software support for payment solutions (Front to back) offered by WL.
Troubleshoot software issues reported by WL customers and partners through our Regional Support, related to terminal payment software & platform : analyze communication traces, application logs, review source code / specifications and provide solutions in a timely manner.
Ensure the quality of requests escalated (defect, enhancement, configuration ) with a deep analysis & conclusion to the appropriate stakeholders.
Closely work with Operations to mitigate impact on production issues.
Develop / update tools for troubleshooting or internal use.
Where appropriate, review, create and distribute guidelines & best practices.
Identify opportunities to improve service efficiencies.
Provide ad-hoc training when necessary.
Behavior skills :
Strong communication skills mandatory!
Candidate must be an effective communicator (both verbaland written)
The role entails frequent communication with diverse stakeholders including 3rdparties, Operations, R&D, Project Managers, Customer Success Managers, teams in charge of provisioning, L1 regional support...
Ability to translate technical information to a non-technical audience and vice versa
Someone who exhibits self-motivation skills
Ability to work collaboratively with other departments to resolve complex issues.
Ability to manage priority conflicts and set appropriate expectations.
Analytical and logical
Education Qualifications / Experience Requirements :
Problem solving skills
Experience in troubleshooting software issues
Proficiency in C / C++, Python, shell scripts development
Proficiency in Linux environments.
Experience in Oracle or PostgreSQL.
Experience in TCP / IP and SSL / TLS communications, understanding of TCP / IP and SSL / TLS
Knowledge in payment solutions & cryptography would be ++
Reporting line / Team :
N+1 : Advanced Support Manager (case management)
N+2 : Head of Advanced Support / IM / Operations and Onboarding.
Team is currently composed by 5 specialists.