Issuing Operations Specialist and Customer Setup @ Wirecard Issuing Technologies GmbH

Experiences

Technical set up of new customers and support during both implementation and live phase
Perform first and second level analysis of trouble tickets, including review for completion, attempt to reproduce and provide initial response to requester
Recognize patterns in tickets which could indicate a broader issue and bring this to the attention of the responsible division
Ensure that team members follow best practices when using the ticket tracking system
Manage business customer communication for various production scheduled and unscheduled activities
Owning the Incident management process
Act as a first escalation level within the organization for incidents requiring collaboration from various teams and units
Represent the customer advocacy voice within the organization across different departments according to the agreed
Report to business customers on specific activities and KPIs
On-Call-Duty outside of business hours to ensure a continuous service availability 24/7
Operations Point Of Contact (POC) for french and spanish speaking customers - Projects: OrangeCash + OrangeBank

Tarik Ljouad