Business Support Associate ProgressSoft

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.