• Application Deadline:
• Position: Technical Support Specialist


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field ICT / Computer 
  

Job Description

• 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