Respond to service calls and provide on-site technical support and repair services to customers, effectively resolving issues to minimize downtime.
Maintain accurate records of all maintenance, repair activities, and parts used, ensuring comprehensive documentation for service history and inventory management.
Adhere to all safety regulations and company procedures during maintenance and repair operations, promoting a safe working environment.
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· Technical Investigation: Review record configurations, API integrations, and automation logic (triggers/workflows/templates) to resolve issues.
· Customer Communication: Provide prompt, accurate feedback to customers, maintaining a professional and urgent tone.
· Documentation: Maintain detailed records of all troubleshooting steps in a CRM/ticketing system and create articles for the public knowledge base.
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Identify and troubleshoot issues with equipment performance, calibration, or accuracy.
Diagnose and troubleshoot technical issues reported by customers. Conduct thorough root cause analysis to identify underlying problems and develop effective repair solutions.
Perform repair, maintenance, and replace defective components or parts using appropriate tools, equipment, and techniques.
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Assist merchant with documentation issues such as settlement report, invoicing, etc. and provide the solutions, and FAQs to help streamline support processes and provide merchants with accessible resources.
Troubleshoot and resolve any issues related to transaction processing delays, rejected payments, or gateway errors. Work with technical teams to identify and correct the underlying issues quickly, minimizing disruption to merchants.
Work closely with technical, business, risk, and underwriting teams to escalate complex issues and ensure timely resolution.
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Deliver timely and effective incident resolution and escalation management, ensuring service level agreements (SLAs) are consistently met for response time, resolution, and communication.
Support employee onboarding and offboarding activities, including system access provisioning, equipment setup, and decommissioning.
Maintain accurate IT asset inventory records and ensure compliance with established IT policies and procedures.
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IT Professional with a background in Networking and Security Technology. Skilled in IT support,network configuration, penetration testing, and infrastructure management. Proven ability to troubleshoot and optimize systems, with hands-on experience in consulting and helpdesk support.
Manage and implement proactive maintenance and reliability activities, production excellence activities and continuous improvement activities for a less complex site or a single more complex department.
Lead local and departmental alignment of stakeholders including operations, environmental and supply chain.
Implement technology transfer packages to locations including plant trial execution and local plant trial plans.
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