Palmpay is a Pan-African Fintech organisation currently operating in Nigeria, Ghana, Kenya, Uganda and Tanzania and expanding to other markets this year. We’re reinventing the payments experience by making it easy and reliable for everyone to transfer money, pay bills and shop online.
Responsibilities:
- 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
Method of Application
Interested and
qualified applicants should follow the link below to submit CV and application
letter.
Location:
Lagos, Nigeria
Application
Deadline: Not Specified
>> CLICK HERE TO
APPLY ONLINE
