Description
Job Summary:
We are seeking a dedicated POS/PSSP Customer Support Analyst 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 Customer Support Analyst 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.
Technical Documentation:
Collaborate with Products to develop and maintain technical documentation, including user guides and FAQs.
Ensure that support materials are kept current and easily accessible to clients.
Feedback Collection:
Collate client feedback and insights to identify areas for improvement.
Collaborate with Sales and Product teams to relay client feedback and recommend product enhancements.
Quality Assurance:
Participate in quality assurance efforts to test new POS and payment software releases.
Document and report any identified bugs or issues during testing.
Professional Competencies:
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.
Proficient understanding of transaction routing and processing.
Proficient in the use of Microsoft Suite (Excel, PowerPoint, and Word), CRM, and JIRA.
Exceptional communication skills, both written and verbal.
Personal Competencies:
Good interpersonal and collaborative skills
Excellent time management skills
Team player, target driven and highly motivated.
Empathy and patience when dealing with clients.
Qualifications
Hold a BSc/HND from a reputable tertiary institution
Certifications that relate to Electronic Fund Transfer has an added advantage.
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