Customer Support Analyst at Payzeep

Job Summary:  

• We are seeking a dedicated POS/PSSP Customer Support Analyst to join PayZeep’s Client Delivery team.
• This role is pivotal in providing top-notch support to our Point-of-Sale (POS) and Payment Solution Service Provider (PSSP) clients.   
• The ideal candidate should possess excellent problem-solving skills, a customer-centric approach, and the ability to troubleshoot technical issues related to POS and payment systems.   
• Key responsibilities of the Customer Support Analyst will include building and maintaining relationships with new and existing Agents & Merchants, Partners, and Banks; collaborate with the  
• Sales and Product teams to meet client expectations, and provide valuable feedback to enhance the experience of our clients.   

Responsibilities:  

Client Support:  

• Offer prompt and effective support to POS and PSSP clients through various communication   channels, including emails, phone calls, chat, CRM or in-person.  
• Responsible for interfacing with Bank Support teams as it relates to PTAD/PTSP services.  
• Ensure that SLAs/OLAs with Banks and third-party vendors (where applicable) are adhered to  
• Responsible for merchant categorisation and organizing field visitation.  
• Responsible for POS terminal stop-gap management  
• Co-manage the administration and training of Field support officers  

Issue Resolution:  

• Troubleshoot, diagnose and resolve technical issues related to POS hardware, payment  gateway challenges, application issues, and payment processing.  
• Escalate complex issues to specialized support teams when necessary.  
• Maintain detailed records of client support cases, solutions, and resolutions.  

Database Management & Reporting:  

• Maintain a comprehensive database of all agents, merchants and Partners onboard PayZeep.  
• Collate daily, weekly and monthly transaction report to monitor Agent and Merchant performance against established targets and goals  

Training and Technical Guidance:  

• Build strong product expertise   
• Provide training and guidance to aggregators, agents/merchants, partners, and banks, on the setup, configuration, and operation of POS and payment gateway.  
• Ensure effective utilization of product manuals & training manuals  
• Ensure that standard operating procedures (SOPs) are up to date and accessible.                                                                                                                        

Technical Documentation:  

• Collaborate with Products to develop and maintain technical documentation, including user guides and FAQs.  
• Ensure that support materials are kept current and easily accessible to clients.           

Feedback Collection:  

• Collate client feedback and insights to identify areas for improvement.  
• Collaborate with Sales and Product teams to relay client feedback and recommend product enhancements.              

Quality Assurance:  

• Participate in quality assurance efforts to test new POS and payment software releases.  
• Document and report any identified bugs or issues during testing.   

Professional Competencies:  

• Minimum professional experience of 2 years in POS or PSSP support within the Fintech industry.  
• Clear understanding and appreciation of POS business (PTSP, Acquiring, Co-Acquiring and  Agency Banking) and Payment Gateways.  
• Proficient understanding of transaction routing and processing.  
• Proficient in the use of Microsoft Suite (Excel, PowerPoint, and Word), CRM, and JIRA.  
• Exceptional communication skills, both written and verbal.  

Personal Competencies:  

• Good interpersonal and collaborative skills  
• Excellent time management skills  
• Team player, target driven and highly motivated.  
• Empathy and patience when dealing with clients.  

Qualifications

• Hold a BSc/HND from a reputable tertiary institution  
• Certifications that relate to Electronic Fund Transfer has an added advantage.