Live Support Agent

Universal Payment Services - Nasr City, Cairo

Applicants for
1 open position
Experience Needed:
4 to 7 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
1 open position
About the Job
  • Participates in or leads a Live Support Team supporting one or more application projects
  • Works collaboratively with the Application team, including architects, developers and testers, to ensure project success, also engage and collaborate with the infrastructure DBA teams to ensure delivery of DBA components
  • Interact with customers to provide and process information in response to inquiries, concerns, and service requests about UPS’s products & services
  • Ability to follow standard processes and procedures in terms of incidents handling, change implementation and problems records
  • Validates technical information and issues early warnings and disseminates information as needed
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Follow up and make scheduled call backs to customers where necessary
  • Identifies and understands issues, problems, and opportunities, compares data from different sources to draw conclusions, uses effective approaches for choosing a course of action or developing appropriate solutions, and take action that is consistent with available facts, constraints, and probable consequences
  • Participate in the creation and maintenance of Knowledgebase content, Support forums, etc. Regularly submits content to the knowledge database.
  • Prepare manuals and user documentations whenever needed in relation to any adopted system changes
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
Job Requirements

  • Provide senior level support for production systems along with all related applications/services including SQL tuning, fixing application bugs and provides advice on application data issues
  • As a 24X7X365 organization, shift work, holidays and on-call responsibilities may be required
  • Educational Background: Computer Science, IT, Engineering, etc...
  • 5 or more years of experience in Banking and (or) Card Management Systems, also has practical knowledge in PL/SQL-Java programing-Building Apps with ADF and (or) EE Components with EJB and JPA -Building Web Services

About this Company

Universal Payment Services - a Kuwait-Saudi partnership with a capital of 50 million USD - is one of the leaders in transaction processing and offers international, top-notch electronic transaction processing services through high speed, robust electronic information network.... (More)

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