Product Specialist
5 days ago
A global payments firm is seeking a Product Specialist to join their dynamic team. The role will be on-site in their Johannesburg office and falls under the Product and Innovation department.
**A bit about the role**:
The Product Specialist will be responsible for providing world-class support service to bank partners, ensuring successful customer onboarding and post-live support for POS (Point of Sale), eCommerce and Digital services. In addition, the Product Specialist will develop, implement, and manage the company’s payment products.
Your daily adventures include: - Champion the company’s suite of payment-acceptance solutions - Provide bank partners with a point of contact for integration support queries and merchant onboarding requests - Interface with internal teams to ensure timely and accurate resolution to all Bank partner merchant integration queries - Support Bank partner with onboarding queries and identify areas that require additional training and education - Deliver training to the partners first-line support team - Build and maintain a knowledge base of FAQs and transfer knowledge to partners’ teams - Measure an optimise query volumes and track performance against associated KPIs - Identify areas for improvement, with a view of informing the solutions roadmap - Ownership of issues/queries raised by partners and ensuring a successful outcome - Provide support to partners on all White Label plugins - Work closely with the Product Owners for White Label delivery to prioritise any Customer Support backlog requests - Deliver any new product/service assigned to you by the VP of White Label Gateway Acquiring - Explore/evaluate potential new products and services to deliver to the company’s White Label Merchant base Your efforts will include but not be limited to the following: o Using market research and customer engagements to get ideas on products that customers will want o Assisting in overseeing the design, delivery, and go-to-market planning of the new product o Take ownership of the product marketing communication process o Provide management with analyses and reports and respond to questions and requests from management based on the product What it takes to succeed: - Certificate of Higher Education - Industry recognized IT Service Management qualification - Minimum of 5 years’ experience in payments troubleshooting/technical support role - Comprehensive knowledge of payment gateway, back office switching and settlement systems, POS devices and Terminal Management Systems - Understanding RESTful APIs, JSON messaging, and front-end and back-end scripting - Knowledge of software development processes and concepts - Ability to organized, prioritise, and handle multiple time-sensitive deliverables in a demanding environment - Knowledge of ‘shopping carts’ offered in the Market will be an advantage
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