Description
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
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