Job Purpose
The Technical Support Officer is responsible for diagnosing, troubleshooting, and resolving
technical issues related to Mi Mony’s ECR / POS systems. The role supports customer service
escalation tickets, ensures system stability for merchants, and works closely with
operations and third-party providers to resolve issues within defined SLAs.

Key Responsibilities:

• Receive and handle escalated technical tickets from Customer Service.
• Diagnose and resolve technical issues related to: 

               - ECR / POS devices  

               - Software configuration

               - Integrations

               - Payments, peripherals, and connectivity

• Perform remote troubleshooting and on-site support when required.
• Analyze logs, system errors, and transaction issues.
• Coordinate with:

            - Customer Service

            - Operations

            - Third-party vendors and service providers

• Provide clear technical updates on ticket progress and resolution.
• Ensure issues are resolved within SLA timelines.
• Document solutions, root causes, and preventive actions.
• Support system configuration, setup, and go-live activities.
• Assist in onboarding new merchants from a technical perspective.
• Identify recurring technical issues and propose permanent fixes.
• Participate in duty shifts and on-call rotations as required.
• Follow internal procedures, security policies, and quality standards.
• Uploading the full menu to the system.
• Configuring the operational system settings according to the customer’s business.
• Ensuring the system is fully ready for daily operations.

Performance Evaluation:

The Technical Support Officer is evaluated based on:

• SLA compliance for escalated tickets
• Resolution time and quality
• First-time fix rate
• Number of recurring or reopened tickets
• Quality of technical documentation
• Coordination efficiency with customer service and operations
• Adherence to shifts and availability