E-com Manager and Pre-sales Expert

One of the leading FinTechs in Africa is looking for an E-com Manager and Pre-Sales Expert to join their team. They are on a mission to exponentially grow the digital economy in Africa by building world-class payment products, developing their in-house solutions to enable customers to make and receive business payments quickly and securely, allowing enterprises to trade locally, across borders, and internationally.

**A bit about the role**:
Reporting to the Associate vice president, you will assist with projects, new releases, and product updates on the new gateway. Collaborate with internal and external teams, vendors, and partners to support this rapidly growing business and be responsible for onboarding, merchant integration, and go live assistance, addressing the business-as-usual production queries/ issues for Banks and merchants across the Middle East and Africa.

Your daily adventures include: - Manage E-com production requests /queries/issues from the internal and external customers’ tickets to be addressed within the SLA daily - Perform problem recognition, research, isolation, resolution and follow-up steps for Tier 1,2,3 issues - Providing support to internal and external customers. Provide accurate and creative solutions to system problems from a moderate to large nature to ensure availability and system stability. Able to coordinate with the network, sales, merchants, fraud management, settlement, operations teams, chargeback teams schemes, and vendors to solve BAU issues - Monitor systems/system alerts and proactively identify trends. Make recommendations to management and/or business leaders to resolve issues. Recommend systems modifications - Highly technical troubleshooting skills
- payment transactions, and technical investigations - Knowledge on payment interfaces is an advantage. - Patience, attending calls to troubleshoot with merchants/Developers all over the world. - Configuring production setups - Experience in handling production issues - Unlocking / Locking the merchant accounts based on requests - Maintaining an excel sheet with Issues daily based on priority - Acquire and maintain domain knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers - Deploy code utilizing system tools. Monitor implementation, identify and resolve potential issues, partner with developers to resolve - Contribute to the development and maintenance of a problem resolution knowledgebase. Document issues, changes and instructions, using discoveries for process improvement and policy change. - Work with internal business stakeholders to understand business needs and create solutions using knowledge of systems. Act in an advisory role, gather information about future needs, report on trends, and make a recommendation for system changes - Participate in large-scale, complex projects. Identify issues, create plans, gather information and resources, establish milestones, track and report on progress, coordinate with multiple groups, and implement recommendations What it takes to succeed: - 10 + years of E-Commerce-Online Payment Gateways knowledge e.g: MIGs, Cybersource, NeO, MPGs, NGO or has worked/ has knowledge in other top payment gateway integrations. This includes online payment flows, setups, and transaction-level troubleshooting - Managing the team and help the team in resolving critical integration issues where the team needs handholding - Key account management - Working in a customer-facing environment - Prior e-commerce integration knowledge, hands-on experience on POSTMAN - Experience in integrating plugins (Magento, Woocommerce, OpenCart, Prestashop, etc) - Mobile (Android and iOS) development and troubleshooting experience - Knowledge of AGILE, Salesforce, JIRA, REMEDY, Access, MS Excel, V+, Quality Center, Base 24, - Ability to troubleshoot and take the lead on technical issues and find the root cause - Strong communication, analytical skills and strong organisational skills - Able to lead the investigations internally and take ownership of the issue until closure - Development background with knowledge of the program languages (Ex: PHP, Java,.NET) - Team player and able to empathize with the client - Customer-focused and should be able to work under pressure - Work with partners, consulting, support, and education on new opportunities for our customers and prospects - Work closely with Sales, Product, Marketing, and Technology teams to provide a comprehensive solution to the client - Understand, translate, and map clients functional or business requirements to the product offerings and help customers evaluate the benefit - Submit and ensure data is accurate on weekly progress reports A bit About you: - Get energised by a fast-paced environment - Cherish a good work-life balance - Are adaptable and don’t mind a bit of chaos now and again - Regard collaboration as an essential part of getting the job done - Pride yourself