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Technical Support Specialist at PalmPay

  • Full Time
  • Onsite
  • Permanent
  • Nigeria

Website PalmPay

Technical Support Specialist

About the job

  • Provide technical support to Customer services and other teams via email, phone calls, , ticketing system, and other channels as required.
  • Provide prompt and accurate feedback on technical and channel-related issues to customers.
  • Escalate unresolved incidents to Operations, IT, external partners, and aggregators to ensure prompt resolution.
  • Ensure incidents are documented in a professional manner using the available CRM.
  • Ensure proper follow-up and closure of all pending tickets. Interact with customer service personnel to provide and process information in response to complaints and inquiries.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Working knowledge of CRM and VPN troubleshooting.
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Responsible for Data Analysis and problem analysis of payment channels with the use of applications such as Kibana, Grafana, Postman
  • Respond to business problems, work with the Customer service team to solve problems in due time.
  • Collect requirements, collect suggestions, and optimize products.
  • Follow up on channel problems and contact channel suppliers to resolve the issue.
  • Being able to analyze logs and understand, and interpret the difference between HTML Server errors and Client errors.
  • Handling customer technical support cases through phone and email submissions.
  • Resolve technical issues related to network interruptions
  • Attend Virtual/in-person meetings with other technical clients, and partners to analyze, troubleshoot and diagnose cases.
  • Good knowledge of payment and funds transfer services, channels, billers ( telco, electricity, TV etc.) operations
  • Requirements and skills:
  • BS degree in Information Technology, Computer Science, or relevant field with a minimum of 2 years experience working in Fintech or related Financial Institution
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Hands-on experience with escalation and timely customer query resolution.
  • Excellent problem-solving and communication skills
  • Experience working in a related Fintech will be an advantage

To apply for this job please visit

Technical Support Specialist at PalmPay
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