Digital Banking Support Specialist

1 month ago


Makati City, National Capital Region, Philippines Hunter's Hub Inc Full time
Company Overview
Hunter's Hub Inc is a leading provider of innovative banking solutions, committed to delivering exceptional customer experiences. Our team is dedicated to creating cutting-edge technology that meets the evolving needs of our clients.

Salary
The estimated salary for this role is $80,000 - $110,000 per annum, depending on experience and qualifications.

Job Description
This role involves providing technical support for our bank mobile application, troubleshooting and resolving technical issues, coordinating with various stakeholders, and ensuring high customer satisfaction. The successful candidate will work closely with our technology partner Backbase, the bank's IT group PCCI, and other internal teams to ensure prompt and effective resolution of support tickets.

Required Skills and Qualifications
To succeed in this role, you will need:
• 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).

Benefits
We offer a range of benefits, including professional development opportunities, flexible working arrangements, and a dynamic team environment.

Others
This role requires someone who knows the following:
• Incident Management process;
• L1, L2, and L3 Support plus Severity of Tickets (P2, P2, and P3);
• Ticket escalation to L3;
• Triage of P1 incidents;
• Root Cause Analysis;
• Troubleshooting solutions according to reported tickets.

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