Payment Platform Monitoring Officer at Traction Apps

Job Purpose:

To provide 2nd level support to Customers (internal and external) by responding to enquiries, resolving issues or complaints raised on all payments related issues. Ensuring resolution feedbacks from 2nd and 3rd level supports in addition to 3rd party support are offered to Customers within the specified Service Level Agreement (SLA) to promote excellent service delivery.

Responsibilities:

• Act as a 2nd level support for all product and platform related issues escalated by the Customer success team.
• Analyze Customer(internal) feedback on products or platforms and propose new features or necessary improvements to the Payment Manager.
• Develop knowledge base documents and FAQs for product or platform support activities.
• Work with relevant departments within Traction to onboard clients on product platforms.
• Escalate 3rd level product support issues to the Product team and follow up to receive resolution feedbacks within the specified SLA.
• Liaise with 3rd party support service providers (Bank, PTSPs or NIBSS,) for swift resolution of escalated issues.
• Provide accurate and reliable data required for weekly reports.