Technical Support Analyst (Remote) at Payzeep Technologies

Payzeep provides a range of financial services to individuals, merchants, banks, and government agencies. Our services are designed to help businesses and organizations streamline their payment processing and collection operations, providing a convenient and secure way for customers to pay for goods and services.

PayZeep has positioned itself to solve these problems by providing innovative products and services to help address the challenges of financial inclusion, cost of financial service delivery, and financial literacy. We provide secure and efficient payment processing and collection services across all payment channels to help increase financial service depth and touch the lives of people even at the grassroot.

We are recruiting to fill the position below:

Job Title: Technical Support Analyst

Location: Remote
Employment Type: Full-Time

Job Summary

• We are seeking a dedicated POS/PSSP Technical Support Officer to join PayZeep’s Client Delivery team.
• This role is pivotal in providing top-notch support to our Point-of-Sale (POS) and Payment Solution Service Provider (PSSP) clients.
• The ideal candidate should possess excellent problem-solving skills, a customer-centric approach, and the ability to troubleshoot technical issues related to POS and payment systems.
• Key responsibilities of the Technical Support Officer will include building and maintaining relationships with new and existing Agents & Merchants, Partners, and Banks; collaborate with the Sales and Product teams to meet client expectations, and provide valuable feedback to enhance the experience of our clients.

Responsibilities

• Client Support:
  • Offer prompt and effective support to POS and PSSP clients through various communication channels, including emails, phone calls, chat, CRM or in-person.
  • Responsible for interfacing with Bank Support teams as it relates to PTAD/PTSP services.
  • Ensure that SLAs/OLAs with Banks and third-party vendors (where applicable) are adhered to
  • Responsible for merchant categorisation and organizing field visitation.
  • Responsible for POS terminal stop-gap management
  • Co-manage the administration and training of Field support officers
• Issue Resolution:
  • Troubleshoot, diagnose and resolve technical issues related to POS hardware, payment gateway challenges, application issues, and payment processing.
  • Escalate complex issues to specialized support teams when necessary.
  • Maintain detailed records of client support cases, solutions, and resolutions.
• Database Management & Reporting:
  • Maintain a comprehensive database of all agents, merchants and Partners onboard PayZeep.
  • Collate daily, weekly and monthly transaction report to monitor Agent and Merchant performance against established targets and goals
• Training and Technical Guidance:
  • Build strong product expertise
  • Provide training and guidance to aggregators, agents/merchants, partners, and banks, on the
  • setup, configuration, and operation of POS and payment gateway.
  • Ensure effective utilization of product manuals & training manuals
  • Ensure that standard operating procedures (SOPs) are up to date and accessible.
• Techncial Documentation:
• Feedback Collection
• Quality Assurance

Qualifications

• Minimum professional experience of 2 years in POS or PSSP support within the Fintech industry.
• Clear understanding and appreciation of POS business (PTSP, Acquiring, Co-Acquiring and Agency Banking) and Payment Gateways.
• Familiarity with payment processing systems and protocols.
• Understands POS hardware, software, and peripherals.
• Strong troubleshooting skills and the ability to diagnose and resolve technical issues efficiently.
• Detail-oriented with strong documentation and organizational skills.
• Proficient in the use of Microsoft Suite (Excel, PowerPoint, and Word), CRM, and JIRA.
• Exceptional communication skills, both written and verbal

Additional Information

• Competitive Compensation.
• Flextime.
• Competitive Health Insurance (Employee + Spouse + 4 children).
• Growth and Development.

Application Closing Date
Not Specified.