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Acquiring Processing Partner Support, Digital
2 weeks ago
A global payments company is on the hunt for an Acquirer Processing Partner Support professional to join their team in South Africa.
Reporting directly to the VP Head of Acquirer Processing Product, you will be responsible for delivering exceptional customer service to Financial Institutions, ensuring successful onboarding and post-live support for Point-of-Sale and Digital Solutions.
A bit about the role:
A vital aspect of this role will be providing a secure and reliable payment processing platform for merchants to quickly and easily accept customer payments.
The above includes providing support for any technical issues that may arise, ensuring the system is secure and compliant with all applicable regulations and standards, and providing ongoing support and maintenance as needed.
Your daily adventures include:
- Champion the company's suite of POS & Digital Services with their Financial Institutions
- Provide Financial Institutions with a point of contact for support queries and training requests
- Interface with internal teams to ensure timely and accurate responses to questions and queries
- Support Financial Institutions with onboarding queries and identify areas that require additional training and education
- Deliver support and training to Financial Institutions' first-line support team
- Build and maintain a knowledge base of FAQs and transfer knowledge to Financial Institutions teams
- Build and maintain user guides, troubleshooting guides and related support documents and processes for Financial Institution support of the product and solution
- Measure and optimise query volumes and track performance against associated KPIs
- Identify areas for improvement, with a view to informing the solutions roadmap
- Ownership of issues/queries raised by partners and ensuring a successful outcome
- Maintain a database of software versions and features across multiple Financial Institutions
- Ongoing education of pre-sales resources of new functions and features
- Engagement with project and product teams What it takes to succeed:
- Certificate of Higher Education
- Industry-recognised IT Service Management qualification
- Minimum of 5 years' experience in payments troubleshooting / technical support role
- Comprehensive knowledge of payment processing, back office switching and settlement systems, POS devices and Terminal Management Systems
- Knowledge of software development processes and concepts
- Ability to organise, prioritise and handle multiple time-sensitive deliverables in a demanding environment
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