Technical Support Analyst at Payzeep

Job Summary:f

• We are seeking a dedicated POS/PSSP Technical Support Officer to join PayZeep’s Client Delivery team.
• This role is pivotal in providing top-notch support to our Point-of-Sale (POS) and Payment Solution Service Provider (PSSP) clients.
• The ideal candidate should possess excellent problem-solving skills, a customer-centric approach,
• and the ability to troubleshoot technical issues related to POS and payment systems.
• Key responsibilities of the Technical Support Officer will include building and maintaining relationships with new and existing Agents & Merchants, Partners, and Banks; collaborate with the Sales and Product teams to meet client expectations, and provide valuable feedback to enhance the experience of our clients.

Responsibilities:

Client Support:

• Offer prompt and effective support to POS and PSSP clients through various communication
• channels, including emails, phone calls, chat, CRM or in-person.
• Responsible for interfacing with Bank Support teams as it relates to PTAD/PTSP services.
• Ensure that SLAs/OLAs with Banks and third-party vendors (where applicable) are adhered to
• Responsible for merchant categorisation and organizing field visitation.
• Responsible for POS terminal stop-gap management
• Co-manage the administration and training of Field support officers

Issue Resolution:

• Troubleshoot, diagnose and resolve technical issues related to POS hardware, payment
• gateway challenges, application issues, and payment processing.
• Escalate complex issues to specialized support teams when necessary.
• Maintain detailed records of client support cases, solutions, and resolutions.

Database Management & Reporting:

• Maintain a comprehensive database of all agents, merchants and Partners onboard PayZeep.
• Collate daily, weekly and monthly transaction report to monitor Agent and Merchant
• performance against established targets and goals

Training and Technical Guidance:

• Build strong product expertise
• Provide training and guidance to aggregators, agents/merchants, partners, and banks, on the
• setup, configuration, and operation of POS and payment gateway.
• Ensure effective utilization of product manuals & training manuals
• Ensure that standard operating procedures (SOPs) are up to date and accessible.
• Techncial Documentation:
• Feedback Collection
• Quality Assurance

Qualifications

• Minimum professional experience of 2 years in POS or PSSP support within the Fintech industry.
• Clear understanding and appreciation of POS business (PTSP, Acquiring, Co-Acquiring and Agency Banking) and Payment Gateways.
• Familiarity with payment processing systems and protocols.
• Understands POS hardware, software, and peripherals.
• Strong troubleshooting skills and the ability to diagnose and resolve technical issues efficiently.
• Detail-oriented with strong documentation and organizational skills.
• Proficient in the use of Microsoft Suite (Excel, PowerPoint, and Word), CRM, and JIRA.
• Exceptional communication skills, both written and verbal