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About this position

We are looking for a highly motivated candidate with the skills to handle support activity for payments activity on digital systems (Internet/Mobile Banking). The Support Analyst must be able to analyze software issues and incidents, investigate them and organize their resolution path in relation with vendors and other team members. With a strong technical background, the candidate will be digging into system logs and databases to identify the root cause of issues, managing the problems all the way to their patch in production.

Responsibilities

- Handle support for the payment systems: QR code, cross border, instant payment, top-up, bill payment, digital wallets…
- Investigate and debug on issues and incidents escalated by the banks of the group.
- Find root cause and plan resolution in relation with vendors and other team members.
- Test the bug fixes and carry their resolution until delivery in production.
- Keep the test cases updated and assist the customers with user acceptance testing.
- Communicate with the customers, following up on opened issues, and prepare status reports.
- Write user guides and organize training for the banks.
- Analyze customer change requests and create technical specification from business functional requirements.

Requirements

- University degree in IT.
- Minimum 2 years in a similar IT position.
- Good level in English (writing and speaking).
- Willing to work in an international environment.

Required competencies:
- Good communication, good interpersonal and customer-service skills.
- Technical and functional experience in digital payments domain.
- Strong analytical mindset and problem-solving skills.
- Strong technical appetency, being able to speak with the development team and investigate deeply in the systems (database queries, technical logs review, understanding of API concepts).
- Good writing skills to translate users’ business requests into technical concepts.
- Advanced knowledge of Splunk is a plus.

Benefits