Senior Channel Support Specialist at PalmPay

Summary about the Role and Purpose

• The role is for Senior Channel Support Specialist who is passionate about our mission of driving financial inclusion in Africa.
• The ideal candidate will play an essential role in ensuring that payments made by PalmPay customers or businesses are processedcorrectly and in good time.
•  The ideal role holder will also be tasked with resolving any issues that arise with these transactions processing and availability of the payment channels as need arises.
• To ensure the smooth operation, monitoring, and support of all digital payment channels (e.g., Payin, Payout, funds transfers, POS, USSD, Mobile Wallet, Card, Agency Banking, etc.).
• The role involves real-time monitoring, issue escalation, incident management, performance analysis, and proactive communication with internal component teams and external partners to guarantee service availability, stability, transaction success, and customer satisfaction.

.Job Responsibilities:

• Responsible for the availability, stability, reliability, and operation of payment systems by monitoring, supporting, and optimizing production systems and services
• Provide Level 2 support for digital payment issues; escalate to relevant teams or service providers when necessary.
• Provide technical support in identifying, investigating, and resolving transaction-related issues.
• Proactive monitoring of processes and transactions across different payments leading to the identification of potential glitches.
• Ensure payment channels have a stable connection with the payment service providers and be available at all times to provide quick responses to any channel-related issue escalated internally or by external partners.
• Collaborate with the Product Management and Research & Development
• (R&D) teams to suggest/recommend new initiatives as well as optimizations of the payment channels performance to ensure improved customers’ experience.
• Track issues and work with component teams for timely resolution of downtimes on any of the payment services and/or channels.
• Analyze and interpret application logs and traces to identify failures and resolve the identified issues without breaching SLA.
• Taking up technical engagement with switches, partner banks, aggregators, and payment service providers.
• Support UAT and deployment of new channel features or integrations.
• Maintain a strong knowledge base and playbook for incident resolution
• Prepare daily/weekly/monthly reports on channel performance, costs, and incident logs.

Job Requirement:

• A minimum of a Bachelor’s or Higher National Diploma (HND) degree in Computer Science, Engineering, or any related field, or equivalent experience is required.
• At least three - four (3 - 4) years of related experience are required.
• Strong understanding of digital payments ecosystem (cards, wallets, POS,
• USSD, payin/payout) and technically skilled to manage and support of digital payment solutions.
• Excellent understanding transaction process flow on different payment systems, especially, bills payment services, value added services (VAS), funds transfer systems, POS and card payment systems.
• Basic knowledge of ISO 8583 messaging.
• Hands-on experience with payment monitoring dashboards and incident management tools.
• Strong communication with stakeholder engagement management skills.
• Ability to work in shifts and handle 24/7 operations if required.
• Effective use of database querying languages and tools to develop queries/reports and analyze business process data is an added advantage.
• Advanced proficiency in problem-solving and analytical skills with attention to detail, interpreting transaction logs/traces/trends, ability to investigate and address application issues.
• Strong work ethics and service mentality with the ability to manage multiple tasks.
• Experience working with reporting tools (Excel, SQL, BI tools) is an advantage