Senior Channel Support Specialist

Job Description (JD) – Senior Channel Support Specialist Job Title : Senior Channel Support Specialist Reports To : Head, Channel Support Salary : 450k to 500k Gross Summary about the Role and Purpose The role is for Senior Channel Support Specialist who is passionate about our mission of driving financial inclusion in Africa.

The ideal candidate will play an essential role in ensuring that payments made by PalmPay customers or businesses are processed correctly and in good time.

The ideal role holder will also be tasked with resolving any issues that arise with these transactions processing and availability of the payment channels as need arises.

To ensure the smooth operation, monitoring, and support of all digital payment channels (e.g., Payin, Payout, funds transfers, POS, USSD, Mobile Wallet, Card, Agency Banking, etc.).

The role involves real-time monitoring, issue escalation, incident management, performance analysis, and proactive communication with internal component teams and external partners to guarantee service availability, stability, transaction success, and customer satisfaction.

• .Job Responsibilities :  Responsible for the availability, stability, reliability, and operation of payment systems by monitoring, supporting, and optimizing production systems and services  Provide Level 2 support for digital payment issues; escalate to relevant teams or service providers when necessary.
•  Provide technical support in identifying, investigating, and resolving transaction-related issues.
•  Proactive monitoring of processes and transactions across different payments leading to the identification of potential glitches.
•  Ensure payment channels have a stable connection with the payment service providers and be available at all times to provide quick responses to any channel-related issue escalated internally or by external partners.
•  Collaborate with the Product Management and Research & Development (R&D) teams to suggest / recommend new initiatives as well as optimizations of the payment channels performance to ensure improved customers’ experience.
•  Track issues and work with component teams for timely resolution of downtimes on any of the payment services and / or channels.
•  Analyze and interpret application logs and traces to identify failures and resolve the identified issues without breaching SLA.
•  Taking up technical engagement with switches, partner banks, aggregators, and payment service providers.
•  Support UAT and deployment of new channel features or integrations.

 Maintain a strong knowledge base and playbook for incident resolution  Prepare daily / weekly / monthly reports on channel performance, costs, and incident logs.

Job Requirement :  A minimum of a Bachelor’s or Higher National Diploma (HND) degree in Computer Science, Engineering, or any related field, or equivalent experience is required.

 Experience working with reporting tools (Excel, SQL, BI tools) is an advantage Powered by JazzHR