Technical Support Engineer

Responsibilities
Perform daily customer support tasks for assigned customers.
Be responsible for ensuring service management SLAs are met and maintained.
Monitor technical issues that arise and perform troubleshooting and ensure troubleshooting processes and procedures.
Respond promptly to incidents, investigate & provide temporary &/or permanent resolution of incidents escalated, provide timely status updates to relevant stakeholders/parties.
Responsible for supporting customers in system compliance upgrade projects.
Support customers with periodic compliance testing tasks with international card organizations.
To provide excellent service to customers and always ensure customer satisfaction.
Participate in implementation projects for customers and complete assigned tasks according to each project.
Perform OpenWay software installation and configuration at customer sites; Provide on-site training for customers; Perform troubleshooting and error correction.