Implementation and Technical Support Specialist
1 day ago
This role requires strong technical skills and excellent communication abilities to provide high-level client support, including technical troubleshooting and issue resolution.
Key Tasks:- Coordinate with internal teams and clients to set up projects and track requirements.
- Log requests and update client teams on project status in a timely manner.
- Address specific technical challenges faced by clients and provide on-site support as needed.
- Conduct regular reviews with clients on open projects and tickets.
- Deliver platform-specific technical training as required.
- Assist clients in completing request forms related to the gateway (e.g., change requests).
- Manage clients' requirements for timely support on implementations and production technical support.
- Maintain full configuration cycles of non-corporate merchant organizations according to the Onboarding Guide provided by MPGS.
- Manage access rights and grant relevant access to different levels of non-corporate merchant organizations.
- Ensure ownership changes are reflected in the Merchant Manager Portal upon acquiring banks' notification by activating or deactivating merchant codes.
- Support market or acquiring bank or corporate MSO with application upgrades.
- Support and maintain any Gateway changes/Technical/Market support as part of troubleshooting.
- Participate in troubleshooting calls with merchants and provide periodic updates on required resolutions.
- Share incident reports from the BizOps team detailing causes and corrective measures taken for each incident.
- Any additional MPGS-related services agreed between parties in writing that are part of and/or ancillary to the services provided under this schedule.
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