Technical Support and Customer Service

About the Role

We are seeking a talented, proactive, and detail-oriented Technical Support and Customer Service Specialist to support the stability and efficiency of our technical systems and payment operations. This role involves providing technical support, monitoring system performance, managing reconciliations, and working closely with internal teams and external partners to ensure seamless operations.

Key Responsibilities

• Respond promptly to merchants' inquiries via email, live chat, phone, and other approved communication channels
• Troubleshoot and resolve a wide range of technical issues, including debugging APIs and payment integrations
• Log, track, and manage support tickets with high accuracy and attention to detail, ensuring timely resolution and proper documentation
• Maintain a strong understanding of clients' business operations and payment workflows to provide effective and relevant support
• Collaborate with internal teams (Engineering, Product, Operations, and Finance) to escalate and resolve high-priority or complex issues
• Monitor network and system performance, troubleshoot connectivity and transaction issues, and escalate incidents when required
• Monitor, support, and ensure the smooth operation of payment systems and related services
• Analyze and interpret application and transaction logs to identify, investigate, and resolve system or transactional issues
• Accurately document and update merchant and customer records based on interactions within the CRM and other information management systems
• Resolve customer and merchant complaints by providing appropriate solutions or alternatives and ensuring resolution within agreed service timelines
• Communicate complex technical operations issues clearly to relevant service owners or departments and recommend appropriate actions
• Effectively manage incoming and outgoing calls while maintaining professionalism

About Us

Company: Orchid HR Outsourcing

Location: Nairobi, Kenya