First point of contact for all business customers and merchants.
Analyse and respond appropriately to queries from customers/merchants via telephone and e-mail, working towards an appropriate solution
Attend to all tickets raised by customers, providing timely and innovative solutions to service issues.
Maintain a strong command of customer service policies and ensure a positive customer experience.
2. POS, Integrations & Forecourt Systems Support
Troubleshoot and resolve POS device faults, connectivity issues, and transaction failures to minimize merchant downtime.
Provide first-line technical support for payment system integrations between Pesapal platforms and merchant systems, including basic testing and issue diagnosis.
Coordinate with product, engineering teams and third-party vendors to escalate and resolve complex integration or system issues.
Support go-lives, upgrades and configuration changes for merchant payment solutions to ensure smooth adoption and usage.
Provide technical support for forecourt management systems, including monitoring system performance and resolving transaction or synchronization issues.
Maintain accurate records of deployments, incidents, resolutions and system changes related to merchant technology support.
Follow up with merchants to confirm issue resolution and ensure a positive technical support experience.
3. IT Systems & Network Management
Monitor, maintain, and ensure uptime of internal IT systems, servers, and network infrastructure.
Troubleshoot hardware, software, and connectivity issues for employees.
Perform preventive maintenance and routine system health checks to minimize disruptions.
Install, configure, and update internal software and tools in line with IT policies.
Escalate complex system or network issues to the IT Manager or vendors for timely resolution.
Ensure systems comply with security standards, including access controls and updates.
Maintain logs and documentation of incidents, maintenance activities, and system changes.
4. IT Reporting & Documentation
Prepare, monitor and utilise the IT Budget to support effective performance of IT Service Management Activities.
Develop training manuals and troubleshooting guides to assist both staff and end users in interacting properly with hardware and software.
Prepare weekly, monthly, and quarterly IT reports
Monitor CCTV and report any incidents.
Skills
Diploma or bachelor’s degree in computer scienceIT or a related course At least 2 years’ experience as an IT Support or similar position. Familiarity with POS integrations is an added advantage Good trouble shooting skills Knowledge of Microsoft Office 365 tenant administration Hardware and software knowledge of WindowsMacos and Linux Able to configure and maintain network configurations including firewalls and switches. Excellent organizational skills with the ability to manage multiple.
