Operations Officer (Terminal Support) at Accelerex Network Limited

Job Objectives

• To carry out back-end agent support related activities aimed at achieving the business objectives of the organization.

Responsibilities

• Efficient support to agents/Partners/AROs/BDMs in the assigned region.
• Acknowledge and treat within SLA, issues/requests from CX, AROs/BDMs and other stakeholders.
• Efficient support of first level platform and product related issues (login issues, invalid credentials, pending deposits etc.)
• Constantly observing transaction patterns and escalation of downtime to stakeholders.
• Ensuring a database for POS terminals deployed with details of terminals is up to date.
• Work with CX team, AROs/BDMs to ensure relevant agent information required to aid resolution within SLA is provided.
• Sensitizing the team on new errors encountered and resolution applied.
• Ensure CX team and other stakeholders are trained regularly on first level support.
• Verification of agent KYC documents and authorization.
• Profiling of agents on ANP 3.0.
• Regional monitoring and support to FSCs.
• Provide weekly/monthly activity report to the Team Lead, Operations.
• Carry out other assignments needed to achieve the organizational goals.

Requirements

• Candidates should possess a Bachelor's Degree / OND qualification.
• 1 - 2 years work experience.
• Ability to work in a dynamic environment.
• Ability to work in ateam as well as work independently.
• Must be a self starter.
• Must be smart enough to solve problems as they arise.