Technical Support Officer

Qualifications
Qualifications:

· At least 3 years of experience in technical support, with a focus on mobile applications or digital banking. (Non-Nego)

· Strong knowledge of ticketing systems, problem management, and incident resolution processes. (Non-Nego)

· Experience working with technology partners and cross-functional teams. (Non-Nego)

· Excellent communication, analytical, and problem-solving skills. (Non-Nego)

· Ability to manage multiple priorities and work effectively under pressure. (Non-Nego)

· Preferred Certifications:

ITIL Foundation Certification
Certified Support Professional (CSP)
Certified Help Desk Professional (CHDP)

Someone who knows the following:

Incident Management process (Non-Nego)
Knows L1, L2, and L3 Support plus Severity of Tickets (P2, P2, and P3) (Non-Nego)
Ticket escalation to L3 (Non-Nego)
Can run triage if there are P1 incident (Non-Nego)
Familiar with the Root Cause Analysis (Non-Nego)
Troubleshoot the solution according to the reported ticket (Non-Nego)
Job Description
Job Description:

Responsible for providing technical support for the bank mobile application. This role involves troubleshooting and resolving technical issues, coordinating with various stakeholders, and ensuring a high level of customer satisfaction.
Work closely with technology partner Backbase, the bank's IT group PCCI, and other internal teams to ensure prompt and effective resolution of support tickets.