Technical Support Resource

Job Title: Technical Support Resource

Term: 12 months

Location: Cairo, Egypt

Division: Cards

Reports to: TBC

PURPOSE OF THE PROJECT

The Technical Support Resource in Egypt is responsible for providing high quality technical assistance and operational support to internal teams, clients, and partners using the relevant payment products and solutions. The roles primary purpose is to ensure smooth implementation, troubleshooting, and maintenance of systems, applications, and services, minimizing downtime and enhancing client satisfaction.

This position involves diagnosing technical issues, coordinating with cross-functional teams, and guiding clients through problem resolution processes. By delivering timely and effective technical support, the Technical Support Resource plays a crucial role in enabling operational efficiency, supporting client adoption of digital payment solutions, and contributing to the overall success of the business.

Core Responsibilities and Accountabilities:

• You will diagnose, troubleshoot, and resolve technical issues related to products, applications, and payment systems promptly to minimize service disruption
• Provide ongoing technical assistance to clients and internal teams, guiding them through system functionalities, configurations, and problem-solving processes
• Monitor system performance, identify potential issues proactively, and coordinate with relevant teams to ensure optimal system uptime and reliability
• Maintain accurate records of technical issues, resolutions, and client interactions; generate reports to track performance metrics and identify areas for improvement
• Collaborate closely with key internal stakeholders to escalate complex issues, implement solutions, and support system enhancements or product updates

Knowledge and Experience:

• Proficient in working within card management systems from a technical and business side to be able to consult with the vendor for implementing requisite changes.
• Should be able to write Business Requirement Documents (BRDs) based on change requirements
• 7-10 years of experience in card operations team or in a processor
• Tech savvy, computer, or IT engineer

Mandatory Skills:

• Familiarity with digital payments, card processing, or other payment product suite to provide accurate technical guidance
• High accuracy in following processes, implementing solutions, and ensuring compliance with operational standards
• Strong ability to diagnose, resolve, and escalate technical issues related to payment systems, applications, or IT infrastructure

Preferred Skills:

• Preferable to have somebody who has worked on a card management system implementation project
• Understanding how to read, interpret, and contribute to Business Requirements Documents (BRDs) and functional specifications
• Proficiency in Arabic (in addition to English) to enhance communication with local clients and stakeholders