Platform Monitoring Officer at Traction Apps

What You'll Do

• Liaise with 3rd party support service providers (Bank, PTSPs or NIBSS,) for swift resolution of escalated issues
• Manage connectivity on all SIMs and always ensure terminal uptime
• Provide customer feedback to the product and engineering teams
• Contribute to merchant support, customer success, and product support activities as needed
• Handling the TMS-related issues and liaising with the engineering team on the development
• Provide accurate and reliable reports on downtime and resolution on either daily weekly or monthly basis
• To monitor the VPS platform testing at 30 minutes intervals with sample transfer
• To monitor the Threshold for the Paystack wallet
• To monitor the Threshold for the Airtime vending account
• To carry out test transactions across all pos terminals using all card schemes (GA & ETOP)
• Act as a 2nd level of support for all product and platform-related issues escalated by the Customer Success team
• Work with relevant departments within Traction to onboard clients on product platforms
• Escalate technical issues to traction payment partners team and follow up to receive resolution feedback with specified SLA
• Escalate product support issues to the Product team and follow up to receive resolution feedback within the specified SLA
• Attending to any other related task assigned by Lead Terminal Management.

What You'll Need

• HND / Bachelor's Degree
• Experience and results as a Platform Support Specialist or similar role
• Strong communication and presentation skills
• Ability to work independently and with cross-functional teams
• Perceptive and a fast learner: you’re able to quickly understand the technology that powers Traction Apps, and able to help customers achieve their goals, even if they’re unable to articulate those goals
• A positive, polite, confident, sincere, and friendly disposition
• The ability to solve problems and to think quickly on your feet
• Flexibility – we’re growing and evolving, and you’ll need to come along for the ride.

Our Values:

• Ownership: At Traction, we take the initiative to achieve favourable results
• Invent & Innovate: We are constantly developing and designing solutions
• Growth Centered ( self and customers): You keep pursuing growth and learning
• Team Spirit (collaborative): We are a team that works together to achieve a common goal
• High Ethical Standard: Respect, trust, honesty, and moral character are values that we uphold
• Customer Driven: We see everything we do at Traction on how it will impact our customers
• Above & Beyond: We don't just do what's expected of us; We go the extra mile.

Why Traction

• Join a high-potential organization. This is a unique opportunity to join a rapidly scaling business where we expect you to approach things differently, and solve problems for business owners
• Meaningful Rewards: Competitive Base Pay, Flexible Leave Plan, Health Insurance
• Captain your career path. Live, work, and breathe in an environment with limitless opportunities for growth, both professionally and personally. A personal learning budget used to invest in your growth
• The Best Team. Working with a motivated and talented team plus regular team bonding events.