Technical Support Specialist at Palmpay Limited

PalmPay is a pan-African Fintech company currently operating in Nigeria, Ghana, Kenya, Uganda, and Tanzania and expanding to other markets this year. We are reinventing the payments experience by making it easy and reliable for everyone to transfer money, pay bills and shop online. Since PalmPay first launched in Nigeria and Ghana in 2019, we've provided over 5,000,000 customers with convenient and affordable digital payments. For around 20% of them, their PalmPay app is their first formal financial account.

We are gearing up to reach more people, faster. Our goal over the next 3 years is to enter more markets and empower over 100 million consumers and 10 million businesses with access to relevant, reliable, and affordable financial services. To achieve this, we are building out an online and offline payments ecosystem that brings together the best digital products from across the marketplace along with our own innovative features, and makes them available to anyone with a smartphone.

We are recruiting to fill the position below:

Job Title: Technical Support Specialist

Location: Lagos, Nigeria
Job type: Full Time
Career level: Mid Level

Job Details

• Provide technical support to Customer services and other teams via email, phone calls, ticketing system, and other channels as required.
• Provide prompt and accurate feedback on technical and channel-related issues to customers.
• Escalate unresolved incidents to Operations, IT, external partners, and aggregators to ensure prompt resolution.
• Ensure incidents are documented in a professional manner using the available CRM.
• Ensure proper follow-up and closure of all pending tickets. Interact with customer service personnel to provide and process information in response to complaints and inquiries.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Working knowledge of CRM and VPN troubleshooting.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Responsible for Data Analysis and problem analysis of payment channels with the use of applications such as Kibana, Grafana, Postman
• Respond to business problems, work with the Customer service team to solve problems in due time.
• Collect requirements, collect suggestions, and optimize products.
• Follow up on channel problems and contact channel suppliers to resolve the issue.
• Being able to analyze logs and understand, and interpret the difference between HTML Server errors and Client errors.
• Handling customer technical support cases through phone and email submissions.
• Resolve technical issues related to network interruptions
• Attend Virtual/in-person meetings with other technical clients, and partners to analyze, troubleshoot and diagnose cases.
• Good knowledge of payment and funds  transfer services,  channels, billers (telco,  electricity, TV  etc.) operations  

Requirements and Skills

• BS Degree in Information Technology, Computer Science, or relevant field with a minimum of 2 years experience working in Fintech or related Financial Institution
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Hands-on experience with Windows/Linux/Mac OS environments
• Hands-on experience with escalation and timely customer query resolution.
• Excellent problem-solving and communication skills
• Experience   working in a   related Fintech will be an advantage

Application Closing Date
Not Specified.