E-Channels Support Specialist

Job Objectives

• To design, develop and deploy bespoke Point of Sale POS solutions tailored to business requirements, ensure seamless transaction processing and monitoring, and provide second-level support for POS-related issues.
• The role also aims to enhance terminal configuration management system efficiency and customer satisfaction through proactive transaction analysis and issue resolution.

Duties & Responsibilities

• POS Solution design and implementation.
• POS application certification with schemes/PTSA.
• Provide technical and functional support for POS configuration platforms.
• Monitor channel performance and ensure high availability and uptime of transaction processing platform.
• Manage and resolve channel-related incidents, service requests, and escalations within SLA.
• Payment Platform management and transaction switching
• Merchant/Agent registrations
• Supper Agents/Banks Host to Host implementations
• Payattitude implementation on 3rd party devices
• 2nd level merchants/Agents support
• Participate in UAT User Acceptance Testing and deployment of new POS.
• Liaise with third-party service providers and aggregators for channel service resolution and optimization.
• Document issues, resolutions, and maintain a knowledge base for recurring issues and training.
• Ensure compliance with security standards, operational procedures, and regulatory requirements.

Key Performance Indicators

• Channel uptime and service availability
• Response and resolution time to incidents and support tickets
• Effective project management and delivery.
• Number of escalations closed within SLA
• Quality of documentation and reporting
• End-user satisfaction rating.

Job Requirements
Education:

• OND in Computer Science, Information Technology, Engineering, or a related field.

Experience:

• 0-2 years’ experience in an IT support or digital banking operations role.

Key Competency Requirements
Knowledge:

• Good understanding of digital channel platforms, APIs, and transaction processing.
• Familiarity with payment processing, transaction monitoring, and dispute handling.

Skill/Competencies:

• Basic SQL knowledge and ability to analyze system logs and reports.
• Knowledge of ITIL framework or helpdesk ticketing systems is an advantage.
• Strong problem-solving and communication skills.
• Ability to work under pressure and meet tight deadlines.
• Customer-focused attitude and commitment to quality service delivery.