Partner Support Analyst at MFS Africa

The Role

• We seek a self-motivated and energetic Partner Support Analyst. They will work with the Head of Partner Support and other Analysts to resolve general back office customer calls & technical issues reported by our partners and to ensure that support calls and help desk tickets are dealt with promptly and appropriately. Further to this, they will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.
• The Partner Support Analysts should have experience in Telco/ICT customer support environments.
• They will be required to provide valuable input into the improvement of services through network & service monitoring and to proactively problem-solve to avoid similar issues re-occurring by applying best-practice when resolving customer issues.
• They will work closely with the team of current Partner Support Analysts in customer-query management and issue resolution.

The position will be based in Lagos, Nigeria.

Duties and Responsibilities: 

• Responding to calls and tickets logged through the MFS Africa ticketing system
• Consulting system logs to investigate issues described in tickets
• Liaising between Partner Support Analysts, Team Leader, and Head of Partner Support to resolve issues and provide excellent service to partners
• Documenting issue resolution to contribute to department reference and training materials

You will be a good fit if you:

• Are self-starter with natural curiosity for constant service improvement
• Being bilingual in both English and French (written and oral) is highly advantageous
• Can multitask in an environment with shifting priorities
• Can work autonomously in a highly demanding environment
• Are solution oriented with solid problem-solving ability
• Have strong bias towards action
• Are willing to perform at a level that exceeds expectation
• Can undertake their role with the highest level of integrity

The ideal candidate will have the following qualifications and experience: 

• Bachelor’s degree in IT, Engineering or Finance related degree
• Certification in customer care-related courses is an advantage
• Previous experience on the use of various service desk tools
• Advanced technical help-desk experience, with network monitoring tools and methodologies advantageous
• 1 – 3 years of experience in a technical customer support role
• Have the right to work in your current location (citizen, permanent resident or valid work permit holder)

Why work for us: 

• We have a very diverse work environment with over 28+ nationalities represented and continually strive to build a culture of caring and execution.
• We operate a flexible remote working policy.
• We offer a competitive salary package and bonuses.
• We prioritize the overall well-being of our staff through various initiatives aimed at ensuring they reach their full potential in a supportive environment.
• We work at the very cutting edge of fintech in Africa.
• We solve relevant problems for Africa and the world in hope of continuing to make an impact on the millions, if not billions, of users who also believe in what we do.