Hadi Alramady

Analyst - Customer Technical Services llFull Time

• Job Details:Customer Technical Services - Mobile Payment Gateway Ecosystem Role • Supporting Banks & Telecommunications integrated to MPG • Capture detailed and accurate information about issues, concerns and enhancements • SLAs and daily deliverables • Resolving and responding to clients issues- quickly • Meet or exceed target departmental objectives related to key performance on issue resolution, customer satisfaction and overall availability to handle customer inquiries • Liaise with regional and country teams to understand the dynamics of the market and potential service and efforts needed to support operational inquiries • Provide world class support leveraging our Shared Service support model while integrating new procedures across a regional and global network • Communicate frequently and clearly with different products and understand future enhancements • Create documentation materials to be leveraged in a re-useable scalable way so that the product line can be supported on a global level with minimal effort - Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution - Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications (e-mail)

Product Support SpecialistFull Time

• Job Details:-Liaising with Developers and Business users – acting as a point of communication -Collaborating with other departments to develop product positioning and messaging that resonates with our target customer’s personas. -Technical support for complex or sensitive e-Payment application support services -Acting as SPOC with sales function by generating leads, gathering external leads, overseeing the hand off between Sales over to Customer Success -Reporting BUGS, requirements, and enhancements to the Development function. -Resolving user issues through various channels (Calls, SMS, Emails, Chat) -Raising user concerns and requirements to concerned functions and following up on them -Creating newsletter content for new/existing users -Research competitor offerings and react when appropriate. -Market analysis (prices / products / suppliers). - Website and Product Testing - B2B Support to users to help with integration and p roviding technical support to software users on daily basis - Getting involved in evaluating current products and recommend product enhancements and updates to identify new business opportunities. -Respond to users' requests for information and advise about using any function or feature in the software products -Investigating and resolving escalated e-Payment processing issues and incident reports.

Business Support SpecialistFull Time

• Job Details:- Fixing issues related to bank payments of the Mobile Application wallet and the payment gateway - Troubleshooting Electronic Wallets B2B between banks and the service provided - Trained on Database Deployment and implementation in Banks using IBM Websphere