Technical Support Engineer at iRecruiters Africa Limited

Key Responsibilities:

• Develop and implement an effective compliance program, liaising with the regulator to ensure the program adheres to regulatory and compliance standards.
• Respond to and resolve complex technical inquiries and issues related to our products and services. This involves analyzing problems, identifying root causes, and providing effective solutions promptly.
• Offer exceptional customer support through various channels (phone, email, chat) while maintaining a friendly and professional demeanor. Ensure customer satisfaction by addressing their concerns promptly and accurately.
• Proactively monitor and manage reported incidents, including prioritization, escalation, and timely updates to stakeholders. Work towards reducing the mean time to resolution (MTTR) for critical incidents.
• Develop and maintain an in-depth understanding of our payment solutions, including platform functionality, integration methods, and API documentation. Stay updated with the latest developments and upgrades to provide accurate information to clients.
• Collaborate with cross-functional teams, including developers, product managers, and QA engineers, to identify and resolve issues, as well as improve overall product performance and reliability.
• Create and update technical support documentation, knowledge base articles, and troubleshooting guides to enhance the support team's efficiency and enable self-service for customers.

Key Requirements

• First degree in Computer Science or in any relevant field.
• 2+ years of Cognate experience in the Financial Technology or IT Infrastructure sector.
• ITIL certification is highly required in this role.
• Experienced in IP networking, routing, connectivity, etc.
• Familiarity with Java or similar languages.
• Agile methodology experience is a must.
• Working knowledge of API workflow and Testing.
• Knowledge of relational/document-oriented databases incl. SQL.
• Discipline in properly following up on all customer requests.
• A critical thinker and excellent interpersonal skills.