Technical Support Officer (Mobile Apps Or Digital Banking)

Functions:
Responsible for providing technical support for the Chinabank mobile application. This role involves troubleshooting and resolving technical issues, coordinating with various stakeholders, and ensuring a high level of customer satisfaction.
Work closely with technology partner Backbase, the bank's IT group PCCI, and other internal teams to ensure prompt and effective resolution of support tickets.

Qualifications:
At least 3 years of experience in technical support, with a focus on mobile applications or digital banking.
Strong knowledge of ticketing systems, problem management, and incident resolution processes.
Experience working with technology partners and cross-functional teams.
Excellent communication, analytical, and problem-solving skills.
Ability to manage multiple priorities and work effectively under pressure.

Preferred Certifications:
ITIL Foundation Certification
Certified Support Professional (CSP)
Certified Help Desk Professional (CHDP)

Someone who knows the following:

Incident Management process (Non-Nego)
Knows L1, L2, and L3 Support plus Severity of Tickets (P2, P2, and P3)
Ticket escalation to L3
Can run triage if there are P1 incident
Familiar with the Root Cause Analysis
Troubleshoot the solution according to the reported ticket