Technical Support L1 - Barranquilla

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 39 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Role overview

The Technical Support Specialist ensures Thredd customers, some of the world’s leading cards and payments programmes, benefit from the highest levels of Customer support and expertise in their extensive use of Thredd platform and services grow

Technical responsibilities of the role

Customer / client centricity

• Be a named point of contact/ownership of service for a group of Thredd clients as well as part of a team supporting all Thredd clients on a pool basis
• Have a detailed understanding of the customers' business (products, customer journeys, volumes) and needs
• Have end to end ownership of client requests to successful and timely resolution
• Advocacy for clients for requirements which are new to Thredd or not currently prioritised

Data & reporting

• Provide analysis on card/transactions data, being confident and understanding in depth Thredd systems in house (SC, EHI, WS etc)

Quality & controls

• Understand, follow, and adhere to defined incident management procedures and communication plans
• Appropriate escalation of potential issues as per defined processes, providing the required information needed to investigate thoroughly

Leadership responsibilities

Developing skills

• Seek opportunities to enable your own continuous development, and support learning of others

Fostering teamwork

• Build bridges between departments especially with IMPS, AM, AS, Product and other departments within the business

Communicating with impact

• Communicate clearly, using the appropriate channels

Delivering results

• Agree, capture and manage your personal goals to ensure delivery

• Excellent oral and written communication skills in English
• An understanding of transaction processing systems, electronic Point of Sale and ATMs, 3DS, Fraud, CB etc
• Experience of working in a fast-paced environment where client service is time critical and has a direct effect on the bottom line
• Experience in an operational environment
• Experience in office software applications such as Word, Excel, email and browser
• Preferable exposure with Jira, Confluence, Soap, ELK, Postman etc
• A track record of success in a B2B and client facing service role, within, payments and technology
• Ability to perceive clients
• Exceptional problem-solving ability backed by good judgement
• Keen attention to detail
• A strong sense of urgency
• Ability to perform both within a team and autonomously

This a 100% Onsite position in our Barranquilla Facilities.