Technical Operations Support Officer - eCommerce

Day-to-Day Responsibilities​

• Proposes technical enhancements for services and products to stay current and relevant to customer needs
• Supports the day-to-day operations of the products, services, and platforms to ensure issues are addressed in a timely and effective manner to meet obligations
• Improvement’s initiatives (services, processes, products)
• Support all 2nd level Technical Customer issues, end to end
• Liaise with Technology teams and/or acquirers to find permanent solutions to issues/problem
• Review, analyze and provide solutions in technical and transaction related customer issues
• Track and monitor technical and transaction-related customer complaints resolution process and update customers appropriately
• Analyze complex cases related to 2nd level support and provides feedback to 3rd level/vendor
• Timely escalate issues to Management team
• Identify and suggest improvements to guarantee Customer Experience Excellence
• Receive and evaluate customer complaints related to 2nd level support as well as monitor all processes that come into direct contact with the customer
• Create and maintain training material and proceed with trainings of 1st level support agents.

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• Familiarity with programming languages: PHP, CSS, HTML, XML, XSL
• Knowledge in CMS platforms
• Knowledge in Web Services (SOAP & REST)
• Good knowledge in Operating systems (Linux, Microsoft Windows)
• Soft skills
• Teamwork spirit and collaboration
• Willingness to learn
• Positive attitude
• Problem solving skills
• Organization skills

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at careers.worldline.com

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