Business Support Associate

Business Support Associate

We are looking to recruit a Business Support Associate who will be responsible for first-line support for business users, monitor business operation, monitor system dashboards, on-boarding for new businesses, troubleshoot and resolve business reported issues.

Responsibilities

• Monitor system dashboards, alerts, and transaction flows in real time.
• Identify, log, and categorize incidents for resolution or escalation.
• Track and report incident resolution times in accordance with SLAs.
• Support root cause analysis and implement preventive measures
• Provide first-line operational support for participants, including on-boarding, payment processing, and troubleshooting.
• Manage service requests, operational queries, and configuration changes.
• Guide participants through integration processes, testing, and system usage.
• Conduct periodic operational reviews with participants to ensure adherence to best practices.
• Coordinate with all teams, including technical support and system administration, to resolve participant issues promptly.
• Maintain and update user guides, FAQs, and operational documentation.
• Deliver on-hand training sessions for new participant staff during on-boarding process
• Generate scheduled and ad-hoc operational, compliance, and performance reports.
• Validate data accuracy and integrity across reports.
• Support audit and reconciliation activities with detailed reporting.

Requirements

• College or university graduate in the IT field with 0-2 years of experience.
• Excellent communication and interpersonal skills.
• Ability to work well under pressure and handle long hours if required.
• Outstanding organizational and customer service skills.
• Ability to work with little supervision and manage multiple processes simultaneously.
• Proficient computer skills (Word, Excel, Open Office, Windows).
• Talent for recognizing opportunities for process improvement.
• Analytical minded to process large amounts of data and the ability to do research.
• Critical thinking to determine what data and information is useful for the task.
• Time management in order to meet deliverables accordingly.
• Mathematical skills to process complex calculations.
• Problem-solving skills to find multiple viable solutions for a challenge.