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Job Title: Customer Care Engineer

Location: Baghdad, Iraq

As a Customer Care Engineer, you will be responsible for analyzing and resolving tickets assigned to you by the Customer Care Manager. You will be the primary point of contact for our customers, ensuring their issues are resolved efficiently and effectively.

Main Activities:

• Application Registration: Handle the registration of applications.
• Customer Interaction: Inform customers that their requests are being handled and request additional information if necessary.
• Resolution and Restoration: Investigate, diagnose, and resolve issues.
• Escalation: Initiate escalations when necessary, in agreement with your manager.
• Anomaly Correction: Correct any anomalies identified.
• Testing: Propose test plans, assist customers with testing, and support them during the production of corrections.
• Follow-Up: Maintain communication with the customer until their request is closed.
• Knowledge Base: Update the knowledge base with new findings.
• Compliance: Ensure compliance with departmental objectives, SLAs, and audit dates. Report transparently on the status of process deployments.
• CMMI Non-Conformance: Close CMMI non-conformances within agreed timeframes.

Educational Background:

• Bac+4 or higher diploma in Computer Science

Experience:

• Over 2 years of experience in the IT or electronic payment field

Skills:

• Proficient with ISO 8583 interface
• In-depth knowledge of PL/SQL, C/C++
• Mastery of HSM
• Proficiency in Oracle, Oracle Forms, and Oracle Reports
• Proficiency in Unix and Linux
• Fluent in French and English
• Strong coordination skills
• Customer-oriented and result-driven
• Team player

Conditions and benefits