Channel Support Specialist

Job Description (JD) – Channel Support Specialist
Job Title: Channel Support Specialist
Reports To: Head, Channel Support
Salary: 450k to 500k Gross

Summary about the Role and Purpose
The role is for 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.
 At least three (3) years of related experience are required.
 Strong understanding of digital payments ecosystem (cards, wallets, POS,
USSD, payin/payout) and technically skilled to manage and support of digital
payment solutions.
 Excellent understanding transaction process flow on different payment
systems, especially, bills payment services, value added services (VAS), funds
transfer systems, POS and card payment systems.
 Basic knowledge of ISO 8583 messaging.
 Hands-on experience with payment monitoring dashboards and incident
management tools.
 Strong communication with stakeholder engagement management skills.
 Ability to work in shifts and handle 24/7 operations if required.
 Effective use of database querying languages and tools to develop
queries/reports and analyze business process data is an added advantage.
 Advanced proficiency in problem-solving and analytical skills with attention
to detail, interpreting transaction logs/traces/trends, ability to investigate and
address application issues.
 Strong work ethics and service mentality with the ability to manage multiple
tasks.
 Experience working with reporting tools (Excel, SQL, BI tools) is an
advantage