Technical Support Engineer (L2) at Seerbit

Seerbit is a fast growing Financial Technology company that seeks to bridge the gaps identified in Africa’s payment ecosystem, with presence in over 10 African countries and aggressively expanding our footprint in Africa. We are on a mission to shape the future of commerce not just in Africa but across the globe. Our resultsdriven environment enables us to build better products, grow faster and empower everyone on our team to impact our business and our mission to close the payment gaps in Africa.

We are recruiting to fill the position below:

Job Title: Technical Support Engineer (L2)

Location: Lagos

Job Description

• We are looking to hire a Technical Support (L2), who will play a crucial role in providing high-quality technical assistance to our customers and internal teams.
• The ideal candidate for this role will be responsible for troubleshooting and resolving complex technical issues related to our payment solutions and platforms.
• Your expertise and dedication will contribute to ensuring a seamless and satisfactory experience for our clients.

What You Will Do

• Respond to and resolve complex technical inquiries and issues related to our products and services. This involves analyzing problems, identifying root causes, and providing effective solutions in a timely manner.
• Offer exceptional customer support through various channels (phone, email, chat) while maintaining a friendly and professional demeanor. Ensure customer satisfaction by addressing their concerns promptly and accurately.
• Proactively monitor and manage reported incidents, including prioritization, escalation, and timely updates to stakeholders. Work towards reducing the mean time to resolution (MTTR) for critical incidents.
• Develop and maintain an in-depth understanding of our payment solutions, including platform functionality, integration methods, and API documentation. Stay updated with the latest developments and upgrades to provide accurate information to clients.
• Collaborate with cross-functional teams, including developers, product managers, and QA engineers, to identify and resolve issues, as well as improve the overall product performance and reliability.
• Create and update technical support documentation, knowledge base articles, and troubleshooting guides to enhance the support team's efficiency and enable self-service for customers.
• Track and analyze key performance indicators (KPIs) to measure and improve support team performance. KPIs may include customer satisfaction (CSAT) scores, first-response time (FRT), average resolution time, and ticket closure rate.
• Participate in training sessions for teams, sharing your knowledge and expertise to ensure consistent support quality across the team.
• Suggest process improvements and provide feedback to enhance the efficiency of the support operations and contribute to an outstanding customer experience.

Requirements

• First Degree in Computer Science or any relevant field
• 3+ years Cognate experience in the Financial Technology or IT Infrastructure sector
• Familiarity with Java or similar languages
• Prior experience in any ITIL (Incident Management) tool is a plus
• Prior experience in implementing ITIL processes in a company is a plus
• Agile methodology experience is a must
• Experienced in IP networking, routing, connectivity, etc.
• Working knowledge of API workflow and Testing
• Knowledge of relational/document-oriented databases incl. SQL
• Excellent communication and problem-solving skills
• Customer-focused mentality with attention to detail and accuracy
• Discipline in properly following up on all customer requests
• A critical thinker and excellent interpersonal skills.

Benefits

• Compensation: Highly Competitive

Our Benefits:

• Medical cover
• Flexible work schedule
• Profit share
• Learning and development opportunity

Application Closing Date
Not Specified.