Support Specialist (USD Multi-Currency Product) at Pagatech Limited

The support specialist is responsible for delivering frontline support to customers using the Paga USD/Multi-Currency product, resolving issues related to onboarding, KYC, account limits, wire transfers, deposits, withdrawals, ACH returns, Visa Direct transactions, and general inquiries. The role ensures professional customer engagement across email, phone, and chat while maintaining accuracy, timely resolution, and compliance with internal SOPs. It also contributes to operational efficiency through thorough documentation, effective problem-solving, and collaboration with cross-functional teams.

ROLES AND RESPONSIBILITIES

• Handle customer inquiries via email, call, and chat channels.
• Provide accurate information regarding onboarding, KYC requirements, funding options, ACH, Visa Direct, and account limits.
• Review customer details, flags, and transaction history in Synctera Console.
• Log bugs, follow-ups, and recurring issues in Jira for Product and Engineering visibility.
• Follow all internal SOPs, including escalations related to compliance, fraud checks, and account reviews.
• Maintain proper ticket categorization, tagging, and documentation in Freshdesk.
• Meet SLA targets for response time, resolution time, and ticket quality.
• Escalate complex or suspicious issues to the Support Supervisor, Compliance Team or Product Team.
• Support internal teams with accurate information and timely handover of cases.
• Ensure customer interactions reflect professionalism, courtesy, and clarity.
• Participate in QA reviews, coaching sessions, and continuous improvement activities.
• Identify customer pain points and communicate opportunities to enhance product

KEY COMPETENCIES 

• Strong communication skills (verbal and written).
• Excellent interpersonal and customer-handling skills.
• Sound analytical and problem-solving ability.
• Attention to detail and accuracy when reviewing documents or cases.
• Ability to multitask and manage competing priorities.
• Familiarity with digital payments, ACH flows, KYC/AML, and card/wallet systems.
• Proficiency with Freshdesk and ability to log and track issues in Jira.
• Good judgment and decision-making ability.
• Strong team spirit and willingness to collaborate.

KNOWLEDGE AND SKILL REQUIREMENTS 

• 3–4+ years of customer service experience in fintech, banking, telecoms, or digital platforms.
• Experience providing customer support via email, call, and chat.
• Knowledge of Freshdesk, Jira, and digital payments is an added advantage.
• Familiarity with KYC/AML processes desirable.
• HND / Bachelor’s degree preferred.
• Must have completed NYSC (for Nigeria-based hiring).