E-commerce Support Engineer

Role Purpose:

Network International LLC, the leading card acquirer and third party processor located in United Arab
Emirates. E-Commerce unit is boarding merchants, processing transactions on many systems which are
Cybersource, MIGs, Comtrust, Base 24, responding on all queries received from the internal units
[settlement, Chargeback, fraud management, DP Ops, sales] and Merchant support.

Key Responsibilities:

Ensure all requests received by the Unit. Ensure reports are prepared and up to date and also ensuring Timely & Error free delivery of projects in accordance with agreed requirements, priorities, budget and schedule as advised to NI Project Management Steering committee.
Ensure there is no impact to BAU in the absence of Supervisor or Manager and process is not impaired.

• To learn the setup process and prepare the document on the process with screen shots on any
  new application.
• On a daily basis, all Testing and production requests /queries/issues from the internal and external
  customers should be closed and no request should be outstanding as per cut-off time.
• Authenticate the signatories on request forms.
• Perform problem recognition, research, isolation, resolution and follow up steps for Tier 3  issues,
• Providing support to internal and external customers. Provide accurate and creative solutions to
  system problems from moderate to large nature to ensure availability and system stability.
•  Able to co-ordinate with the network, sales, merchants, fraud management, Settlement, operations teams, Chargeback teams schemes, Vendors to solve BAU issues
• Monitor systems/system alerts and proactively identify trends. Make recommendations to management and/or business leaders to resolve issues. Recommend systems modifications.
• Highly technical troubleshooting skills- payment transactions
• Knowledge on Payment interfaces is an advantage.
• Patience, attending calls to troubleshoot with merchants all over the world.
• Configuring production setups
• Experience in handling production issues
• Unlocking / Locking the merchant accounts based on requests
• Maintaining excel sheet with Issues on a daily basis based on Priority
•  Acquire and maintain domain knowledge of relevant products (software and hardware) and
  support policies in order to provide accurate solutions to customers.
• Deploy code utilizing system tools. Monitor implementation, identify and resolve potential
  issues, partner with development to resolve.
• Contribute to the development and maintenance of a problem resolution knowledgebase.
  Document issues, changes and instructions, using discoveries for process improvement and policy
  change.
• Work with internal business stakeholders to understand business needs and create solutions
  using knowledge of systems. Act in an advisory role, gather information about future needs, report
  on trends, and make recommendation for system changes.
• Participate in large scale, complex projects. Identify issues, create plans, gather information and
  resources, establish milestones, track and report on progress, coordinating with multiple groups, and
  implement recommendations.