Glory -

Provided Tier 2 technical and operational support for banks and PSPs across Europe, handling complex issues related to Wero P2P and P2Pro transactions. Investigated IBAN-proxy mismatches, KYC validation flows, wallet onboarding issues, and internal data discrepancies. Collaborated closely with implementation managers and engineering teams to escalate bugs, clarify flows, and optimize transaction reliability. Used Jira, Slack, Confluence, and Datadog for ticket tracking, root cause analysis, and cross-team communication. Contributed to process documentation and internal knowledge base updates (e.g., Scenario 6: wallet-less proxy deletion flow).

Managed onboarding and API integrations (REST & XML-RPC) for clients across industries (banks, insurers, education, etc.). Provided advanced technical support for digital signature flows, identity verification, and timestamping issues. Assisted clients with callback configuration, signed document delivery, and parameter setup (e.g., send_signed_documents_mail, advanced profile switching) Supported both legacy (U1) and UTC environments during the migration phase.

Provided first-line technical support for fashion retail clients using the Aristid POS (Point-of-Sale) and ERP systems. Handled incidents related to pricing synchronization, stock management, barcode scanning, and network issues across stores. Delivered remote troubleshooting and coordination with the development team for bug escalations and feature requests. Supported store openings and software deployments in coordination with retail IT teams.

Assisted international clients with VAT refund systems and card payment terminal issues in luxury retail environments. Provided multilingual support (French, English) for tourists and store staff across Europe. Diagnosed transaction failures, printer issues, card rejection problems, and coordinated with financial partners. Tracked support tickets and feedback using internal CRM and contributed to improving the knowledge base.

Assisted users with transport-related platform issues (pricing, account access, platform bugs). Cleaned, enriched, and validated logistics pricing data to support dynamic quoting tools. Liaised between customer success, product, and data teams to improve data workflows. Used internal dashboards and ticketing systems to ensure timely issue resolution and follow-up.