Help Desk Analyst

Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience.  With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

ABOUT THIS ROLE

The Helpdesk team supports Ria’s point of sale system (FxOnline) to ensure that our agent network can transact and perform the necessary tasks when required.

Based in the Malaysia, the APAC Helpdesk team is supporting operations from agents located in Malaysia, Singapore, Australia, New Zealand, and other global correspondents in the APAC region.  The Helpdesk Analyst will meet and exceed all company and individual goals in line with the company’s policies, procedures, and values.

ROLES & RESPONSIBILITIES

• Provide prompt and accurate technical assistance to our agents and stores via various channels (phone, emails, tickets, remote, etc.) and escalate complex issues to the appropriate team if necessary.
• Maintain accurate and detailed records of agent interactions, inquiries, and support provided using designated ticketing systems. Share valuable insights or recurring issues with the knowledge base team for continuous improvement.
• Adhere to standard operating procedures, troubleshooting guidelines, and escalation protocols to ensure efficient and consistent support delivery. Continuously seek process improvements and contribute to developing best practices.
• Assigning website permissions to employees and agents as required through FxClient.
• Creation of users and passwords on FxClient for Ria’s agents.
• Diagnose and resolve hardware, software, and network-related issues by analyzing agents' reports, conducting research, and implementing effective solutions. 
• Conduct training sessions and provide instructional materials to help our agents understand the usage and capabilities of the products.
• Programming of the security hardware for our agents (Yubikey)
• Consistent monitoring and reporting of identified issues and possible errors, inconsistencies, and performance issues on the FxOnline website.
• Request FxOnline amendments and enhancements, and ensure the enhancements are carried out
• Establish and maintain relationships with agents and departments as required.
• Ensure QA standards are met to provide quality customer service to the caller.
• Inform necessary departments and agents of website outages, enhancements, and version upgrades.
• Remote installation and troubleshooting of Ria Device Manager, Printer, Scanner, Signature Pad, and Card Terminal machines.
• Report all incidents, hazards, and injuries as soon as possible (within the same shift) to the appropriate person
• Participate in the implementation of the WHS plan
• Visits our stores to provide troubleshooting support when needed.

POSITION REQUIREMENTS

• Technical or professional with an IT background or similar fields.
• Excellent troubleshooting and problem-solving skills.
• Flexibility to work in shifts and adapt to changing schedules.
• Experience using Zendesk, Logmein, is highly desirable.
• Fluent English, an additional language such as Tamil or Tagalog, is also desirable
• Must be able to work on-site.