We are Leatherback, and we provide a single access point that empowers individuals and businesses to be truly global. We do this by building best-in-class financial, payment, and commerce solutions that remove barriers to global growth and mobility for all citizens of the world. Leatherback is a global digital cross-border payments service provider positione...
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Second Level Support, escalation to respective integrated teams & follow-up for prompt resolution.
Provision of technical resource for application Support and integration projects (LAAS)
Incident reporting, monitoring, tracking and resolution.
Conclusively resolve all emails, enquiries and complaints received from customer support or user support team.
Escalate issues to frontend or backend engineering team when need arises.
Re-direct all wrongly routed emails to the right teams for prompt resolution.
Address all user complaints from customers within SLA.
Generate and analyses trends, successes, and failure rates on all related applications for performance evaluation and to provide recommendations in area needed to aid continuous improvement of the applications.
Fetching of application logs, analyze and resolve issues and/or escalate as appropriate.
REQUIREMENTS & SKILL
Good analytical and problem-solving knowledge.
Comprehensive experience of managing daily service support of applications and its Infrastructures.
Highly self-motivated and directed.
Keen attention to details.
Proven analytical and problem-solving skills.
Ability to effectively prioritize and execute tasks in a timely manner.
Strong customer service orientation.
Experience working in a team-oriented and collaborative environment.
Strong technical documentation skills.
Good written and oral communication skills.
Good interpersonal skills.
Ability to present ideas in a user-friendly language.
Excellent usage of all collaborative tools (Slack,Gmail, Google meet etc.)
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