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 in-depth 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 cross-functional 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 team’s efficiency and enable self-service for customers.
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/document-oriented databases incl. SQL.
Discipline in properly following up on all customer requests.
A critical thinker and excellent interpersonal skills.
Apply via :
careers.irecruitersafrica.com
