About Company: Our client is one of the fastgrowing Financial Technology companies in Africa.
Job Objective: The company is seeking to hire a skilled Technical Support Engineer to manage the efficiency of its technology and infrastructure to ensure that there is zero downtime and failures on the company s operating servers and networks.
The successful candidate will be saddled with the responsibility of monitoring and addressing critical servers and technology infrastructure issues that support the clients of the company s merchant services.
Key Responsibilities:
Develop and implement an effective compliance program liaising with the regulator to ensure the program adheres to regulatory and compliance standards.
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 promptly.
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 indepth 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 crossfunctional teams including developers product managers and QA engineers to identify and resolve issues as well as improve overall product performance and reliability.
Create and update technical support documentation knowledge base articles and troubleshooting guides to enhance the support teams efficiency and enable selfservice for customers.
Track and analyze key performance indicators (KPIs) to measure and improve support team performance. KPIs may include customer satisfaction (CSAT) scores firstresponse 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
Key Requirements
First degree in Computer Science or in any relevant field.
2 years of Cognate experience in the Financial Technology or IT Infrastructure sector.
ITIL certification is highly required in this role.
Experienced in IP networking routing connectivity etc.
Familiarity with Java or similar languages.
Agile methodology experience is a must.
Working knowledge of API workflow and Testing.
Knowledge of relational/documentoriented databases incl. SQL.
Familiarity with Python/Java programming is a plus.
Excellent communication and problemsolving skills.
Customerfocused 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 Base pay is N300k Monthly net (Slightly Negotiable) Other benefits
Technical Support Engineer Fintech Company
