PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers a number of financial services.
We are recruiting to fill the position below:
Job Title: Senior Channels Support Specialist
Location: Opebi, Ikeja - Lagos
Summary about the Role and Purpose
- The role is for Senior Channel Support Specialist who is passionate about our mission of driving financial inclusion in Africa.
- The ideal candidate will play an essential rolein ensuring that payments made by PalmPay customers or businesses are processed correctly and in good time.
- The ideal role holder will also be tasked with resolving any issues that arise with these transactions processing and availability of the payment channels as need arises.
- To ensure the smooth operation, monitoring, and support of all digital payment channels (e.g., Payin, Payout, funds transfers, POS, USSD, Mobile Wallet, Card, Agency Banking, etc.).
- The role involves real-time monitoring, issue escalation, incident management, performance analysis, and proactive communication with internal component teams and external partners to guarantee service availability, stability, transaction success, and customer satisfaction.
Job Responsibilities
- Responsible for the availability, stability, reliability, and operation of payment systems by monitoring, supporting, and optimising production systems and services
- Independently provide Level two (2) support for digital payment issue.
- Provide technical support in identifying, investigating, and resolving payment issues.
- Proactive monitoring of processes and transactions across different payments leading to the identification of potential glitches.
- Ensure payment channels have a stable connection with the payment service providers and be available to provide quick responses to payment services and channel-related issues escalated internally or by external partners.
- Collaborate with the Product Management and Research & Development(R&D) teams to suggest/recommend new initiatives as well as optimisations of the payment service and channels performance to ensure improved customers’ experience.
- Track issues and work with component teams for timely resolution of down times on any of the payment services and/or channels.
- Analyse and interpret application logs and traces to identify failures and resolve the identified issues without breaching SLA.
- Taking up technical engagement with switches, partner banks, aggregators, and payment service providers.
- Support UAT and deployment of new channel features or integrations.
- Maintain a strong knowledge base and playbook for incident resolution
- Prepare daily/weekly/monthly reports on channel performance, costs, and incident logs.
Job Requirements
- A minimum of a Bachelor’s or Higher National Diploma (HND) degree in Computer Science, Engineering, or any related field, or equivalent experience is required.
- At least four (4) years of related experience are required.
- Strong understanding of digital payments ecosystem (cards, wallets, POS,USSD, payin/payout) and technically skilled to manage and support of digital payment solutions.
- Excellent understanding transaction process flow on different payment systems, especially, bills payment services, value added services (VAS), funds transfer systems, POS and card payment systems.
- Intermediate knowledge of ISO 8583 messaging.
- Hands-on experience with payment services monitoring and incident management tools.
- Strong communication with stakeholder and management skills.
- Ability to work in a shifts model and 24/7 operations.
- Effective use of database querying languages and tools to develop queries/reports and analyze business process data is an added advantage.
- Advanced proficiency in problem-solving and analytical skills with attention to detail, ability to investigate and address application issues.
- Strong work ethics and service mentality with the ability to manage multiple tasks.
- Experience working with reporting tools (Excel, SQL, BI tools) is an advantage.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/903299/senior-channels-support-specialist-at-palmpay-limi.html