Technical Support

Role Overview

• Develop and maintain product support processes and relevant documentation
• Develop processes, templates and support internal and external periodic reporting (sponsor, compliance, operational, venue)
• Support third party service delivery of card issuing, card production, payment and switching services
• Support day to day operations for NPP, DE, BPAY and Embossing services
• Support engagement with payment providers with regards to card design and profile management
• Engage loyalty and kiosk providers as it relates to product delivery activities and day to day product support
• Support cardholder disputes relating to payment (NPP, BPAY, DE, EFTPOS) or loyalty services
• Proactive analysis of transactional data to detect fraudulent or money laundering transactions at the earliest opportunity
• Support resolution of cardholder complaints received directly from cardholders or via the Australian Financial Complaints authority (AFCA)
• Support loyalty operations for retail partners with respect to the card management system
• Report production defects and support resolution of fixes to payment systems
• First point of contact for Venues looking for product and operational support
• First point of contact for cardholders contacting the company directly via email, or second level support to cardholders who have engaged the help desk

Requirements

• Can work on a hybrid setup here in our office (Quezon Avenue Corner Scout Reyes Diliman QC)
• Relevant work experience within the payments and card issuing domain
• Relevant experience with helpdesk, customer or technical support
• Knowledge or experience with EFTPOS or EFT Loyalty Cards is an advantage
• Previous experience with Card Management Platforms is an advantage
• Self-driven and highly resourceful. Ability to work autonomously
• High level of attention to detail
• Good communicator and stakeholder management skills

Tech Stack

• Switching

Benefits

• Flexibility in work hours and location, with a focus on managing energy rather than time.
• Access to online learning platforms and a budget for professional development
• A collaborative, no-silos environment, encouraging learning and growth across teams
• A dynamic social culture with team lunches, social events, and opportunities for creative input
• Health insurance
• Leave Benefits
• 13th Month