Channels Support Specialist

Job Title: Channels Support Specialist

Location: Lagos, Nigeria

Reports To: HOD, Channels Operations

Job Purpose

• 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.

Requirements

• Education: OND in Computer Science, Information Technology, Engineering, or a related field.
• Others: Experience supporting electronic channels like POS, ATM, or Agency Banking platforms is a plus.
• Experience: 0-2 years’ experience in an IT support or digital banking operations role.

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.

Application Closing Date

Not Specified.