• Prioritize and manage the workflow along with resolving issues related to the network

• Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion

• First point of contact for merchants for issues.

• Keep track of user’s system issues until they are resolved by adhering to the agreed timelines.

• Resolve complex problems, interact with merchant through phone, emails or chats and provide unambiguously written instructions or technical manuals.

• Follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments.

• Provide accurate feedback to customers promptly.

Ensure proper logging of all issues.

• Follow up with merchants.

• Document queries in the database.

• Monitor daily performance.