Technical Support Officer (Mobile, Retail & Overall Internet Banking)

White Cloak Technologies, Inc.


Date: 1 week ago
City: Makati City
Contract type: Full time
The Technical Support Officer is responsible in troubleshooting issues, handling user inquiries, conducting user acceptance testing (UAT), managing account updates, and ensuring regulatory compliance. This role will work closely with both customers and internal teams to address problems, enhance platform functionality, and maintain high standards of customer service.

Key Responsibilities:

  • User Support: Respond to inquiries, troubleshoot issues, and guide users in utilizing mobile and internet banking platforms effectively.
  • Issue Investigation & Documentation: Investigate and categorize reported issues, reproduce them in test environments, document resolutions, and track system enhancements.
  • User Acceptance Testing (UAT): Conduct tests for new updates, features, and fixes, ensuring proper functionality and providing feedback to development teams.
  • Account Management: Manage account-related tasks such as enrollments, updates, deactivations, and SMS PIN approvals, ensuring accurate system reflections.
  • Generate Reports: Prepare regular operational and compliance reports to support business activities and management decisions.
  • Customer Complaints Handling: Investigate and resolve complaints promptly, with a focus on customer satisfaction and VIP client management.
  • Regulatory Compliance: Implement regulatory changes and conduct post-deployment support to ensure ongoing compliance with industry standards.
  • Operational Enhancements: Oversee the addition of new banks, billers, and QR code onboarding to improve platform functionality and customer experience.
  • Secure Access & Encryption: Ensure encryption and security measures for digital banking channels, conducting audits to safeguard user data.
  • Internal Communications: Share product updates, incident reports, and system changes with internal teams to ensure smooth operations and coordination.


Required Skills and Qualifications:

  • Strong technical troubleshooting and problem-solving abilities.
  • Knowledge of digital banking platforms and regulatory requirements.
  • Excellent communication and customer service skills.
  • Ability to conduct testing and document system issues and enhancements.
  • Experience with account management, including enrollments and updates.
  • Strong attention to detail and ability to manage multiple tasks in a fast-paced environment.

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