We leverage the power of tech to drive financial inclusion - one mobile device at a time.
We believe that access to the right financial tools can change the lives of the customers we serve. This is why we have made it our mission to build those tools and put them in the hands of everyone. We take a human-centred, community-led approach to banking and payments, and bring financial services to the door steps of those who need them the most.
Description
- The Technical Support Officer is expected to have a deep understanding of systems and applications.
- Your day-to-day involves handling complex problems that require in-depth troubleshooting and collaboration across resolver teams.
Requirements
- 2nd Level Support is responsible for triaging, prioritization, tracking, and routing incidents reported by the Customer Support Team for onward escalation to internal resolver teams (Engineering, Finance, Compliance, etc).
- Monitor service dashboards and reporting channels and notify support engineers as appropriate.
- Engage resolver teams to ensure incident resolution within agreed SLAs and timelines.
- Proactive service monitoring to identify problem triggers and offer continuous service improvements.
- Take ownership of escalated tickets as it cycle through the incident management process.
- Build Knowledge Base (KB) with troubleshooting and resolution details.
Knowledge & Previous Experience
- Experience working with customer support.
- Good analytical skills, technical troubleshooting ability and familiarity with digital banking products.
- Collaborative team player with results-oriented and customer-focused approach.
- Self-motivated with ability to work independently and escalated where needed.
- Excellent verbal and written communication skills to articulate incident details to resolver teams.
Method of Application
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