Job Vacancies at MFS Africa

The Role

• We seek a self-motivated and energetic Partner Support Analyst. They will work with the Head of Partner Support and other Analysts to resolve general back office customer calls & technical issues reported by our partners and to ensure that support calls and help desk tickets are dealt with promptly and appropriately. Further to this, they will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.
• The Partner Support Analysts should have experience in Telco/ICT customer support environments.
• They will be required to provide valuable input into the improvement of services through network & service monitoring and to proactively problem-solve to avoid similar issues re-occurring by applying best-practice when resolving customer issues.
• They will work closely with the team of current Partner Support Analysts in customer-query management and issue resolution.

The position will be based in Lagos, Nigeria.

Duties and Responsibilities: 

• Responding to calls and tickets logged through the MFS Africa ticketing system
• Consulting system logs to investigate issues described in tickets
• Liaising between Partner Support Analysts, Team Leader, and Head of Partner Support to resolve issues and provide excellent service to partners
• Documenting issue resolution to contribute to department reference and training materials

You will be a good fit if you:

• Are self-starter with natural curiosity for constant service improvement
• Being bilingual in both English and French (written and oral) is highly advantageous
• Can multitask in an environment with shifting priorities
• Can work autonomously in a highly demanding environment
• Are solution oriented with solid problem-solving ability
• Have strong bias towards action
• Are willing to perform at a level that exceeds expectation
• Can undertake their role with the highest level of integrity

The ideal candidate will have the following qualifications and experience: 

• Bachelor’s degree in IT, Engineering or Finance related degree
• Certification in customer care-related courses is an advantage
• Previous experience on the use of various service desk tools
• Advanced technical help-desk experience, with network monitoring tools and methodologies advantageous
• 1 – 3 years of experience in a technical customer support role
• Have the right to work in your current location (citizen, permanent resident or valid work permit holder)

Why work for us: 

• We have a very diverse work environment with over 28+ nationalities represented and continually strive to build a culture of caring and execution.
• We operate a flexible remote working policy.
• We offer a competitive salary package and bonuses.
• We prioritize the overall well-being of our staff through various initiatives aimed at ensuring they reach their full potential in a supportive environment.
• We work at the very cutting edge of fintech in Africa.
• We solve relevant problems for Africa and the world in hope of continuing to make an impact on the millions, if not billions, of users who also believe in what we do.

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Duties, and Responsibilities

• Experienced with analytical documentation including BRDs, process flows, and state diagrams.
• Systems thinking - Associate a process to its related systems & understand high level what each method does.
• Understanding of relational database concepts, such as referential & entity integrity
• Project leadership skills, such as the ability to lead a scoping call and drive for simple solutions to challenging problems.
• Capable of interpreting a customer request into a system improvement
• Responsible for understanding transaction data, designing, and analyzing reports, and sharing findings with various company departments.
• Responsible for coordinating with Data Services to facilitate custom reporting for clients to support AML/KYC monitoring and Regulatory requests.
• Continuously evaluate and improve current data processes. Collaborate with IT to ensure data quality, and process flow completion, and identify opportunities for process automation.
• Responsible for managing bank and 3rd party connections from onboarding through the various stages of integration with SOAP and RESTful web services.
• Responsible for provisioning and troubleshooting access to the sandbox and production environments for web service consumers.
• Responsible for certification and recertification of integrations, including review of application design, usage activity, post-migration monitoring, and enforcement of application change management with web service consumers.
• Manage and maintain process and procedure documents related to access provisioning and web service consumers.
• Complete other business analysis, requirements gathering, and project management tasks as needed.
• Maintain a current understanding of money laundering and terrorist financing issues including policies, procedures, regulations, industry best practices, typologies and developing trends.
• Maintains professional knowledge by attending educational workshops/webinars, reviewing professional publications, and participating in professional societies.
• Previous experience in fintech/neo bank/cards environment is preferable.

Qualifications

Education: 

• Bachelor degree in computer science/IT preferred.

Experience: 

• Minimum 3-5 years of experience in IT/fintech environment supporting software development projects.

Skills:

• BRD, FSD, FRD, SQL, Crystal Reports, Database knowledge, System Analysis, Business Analysis, Design thinking, Product development, core banking/cards experience

Abilities: 

• Thinks analytically and creatively to make the most of available data.
• Generates new ideas, proposes change, encourages innovation, and solves problems creatively. 
• Adhering to principles & values;
• Applying Expertise and Technology;
• Analyzing; Learning & Researching;
• Planning & Organizing;
• Achieving Personal Work Goals and Objectives. 

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Job Description

• Manage and execute the detection and troubleshooting of all devices and accessories
• Manage and execute the repairs and upgrading of existing POS systems to new firmware/hardware when necessary.
• Manage and implement hands-on configuration of POS/MPOS related updates.
• Maintains documentation to track and log work in progress and completed.
• System management of POS/MPOS solutions and back end infrastructure.
• Training and supervision of Device Technicians.
• Manage the authentication of error codes on hardware and quick turnaround time to fix it.
• Assist sales team with 1st level device repair resolution.

Requirements

• HND/BSC certification with a minimum of 3 years' experience