About this role
The Authorization System / Live Support Senior Specialist is a key member of the team responsible for using technology to improve business performance and strategy. This duty involves using one’s complex problem-solving skills to brainstorm solutions to current faced issues, at the meantime, responds to Clients' issues on a timely basis manner when they update the status regularly.
• Manage and Support Our Online System application (TW-Online)
• Ensure compliance with schemes’ mandates
• Execute Authorization system Operations/Enhancements support clients inquiries and requests
• Review all team policies and daily/monthly tasks
Problem Solve and Troubleshoot
• Although the live Support specialist is the first line of defense in finding the root cause of an application malfunction, sometimes they find an issue too severe for them to address. Their duty in this scenario is to escalate the issue to their Seniors. The Senior role formulates a plan to address the issue and dictates plan to the team.
• Identify Potential Issues
• Part of what makes a good Live Support Specialist is the foresight to anticipate and address potential issues before they become issues. This takes good organizational skills and a keen attention to detail.
• Work with Cross-Functional Teams to detect any existing bugs or issues.
• Assigns and maintains user access groups to the authorization systems
• Writes daily/weekly/monthly reports collecting information from our support log for better tracing and performance's analysis on the authorization platform
• Document all actions regarding resolving customer' issues
• Trains users on our Authorization system usage.
• Acts as a liaison between the Clients and Application vendors.
• Review of all team’ activities and actions
• Perform Other related duties as requested by the company.
Must be well versed with M S Office, XL and have good computer knowledge.
• Must be well versed with PS scheme/Authorizations and clearing processes
• Excellent communication Skills.
• Very Good command of English language (Listening, Speaking, Reading and Writing) or equivalent to Upper Intermediate level.
• PL/SQL knowledge is preferable