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Job Description (JD) – Senior Channel Support Specialist
Job Title: Senior Channels Support Specialist
Summary About The Role And Purpose
The role is for Senior Channel Support Specialist who is passionate about our mission
of driving financial inclusion in Africa. The ideal candidate will play an essential role
in ensuring that payments made by PalmPay customers or businesses are processed
correctly and in good time. The ideal role holder will also be tasked with resolving
any issues that arise with these transactions processing and availability of the payment
channels as need arises. To ensure the smooth operation, monitoring, and support of
all digital payment channels (e.g., Payin, Payout, funds transfers, POS, USSD, Mobile
Wallet, Card, Agency Banking, etc.). The role involves real-time monitoring, issue
escalation, incident management, performance analysis, and proactive communication
with internal component teams and external partners to guarantee service availability,
stability, transaction success, and customer satisfaction.
Job Responsibilities:

• Responsible for the availability, stability, reliability, and operation of payment systems by monitoring, supporting, and optimising production systems and services
• Independently provide Level two (2) support for digital payment issue
• Provide technical support in identifying, investigating, and resolving payment issues
• Proactive monitoring of processes and transactions across different payments leading to the identification of potential glitches
• Ensure payment channels have a stable connection with the payment service providers and be available to provide quick responses to payment services and channel-related issues escalated internally or by external partners
• Collaborate with the Product Management and Research & Development(R&D) teams to suggest/recommend new initiatives as well as optimisations of the payment service and channels performance to ensure improved customers’ experience
• Track issues and work with component teams for timely resolution of down times on any of the payment services and/or channels
• Analyse and interpret application logs and traces to identify failures and resolve the identified issues without breaching SLA
• Taking up technical engagement with switches, partner banks, aggregators, and payment service providers
• Support UAT and deployment of new channel features or integrations
• Maintain a strong knowledge base and playbook for incident resolution
• Prepare daily/weekly/monthly reports on channel performance, costs, and
incident logs

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Job Requirement:

• A minimum of a Bachelor’s or Higher National Diploma (HND) degree in Computer Science, Engineering, or any related field, or equivalent experience is required
• At least four (4) years of related experience are required
• Strong understanding of digital payments ecosystem (cards, wallets, POS,USSD, payin/payout) and technically skilled to manage and support of digital payment solutions
• Excellent understanding transaction process flow on different payment systems, especially, bills payment services, value added services (VAS), funds transfer systems, POS and card payment systems
• Intermediate knowledge of ISO 8583 messaging
• Hands-on experience with payment services monitoring and incident management tools
• Strong communication with stakeholder and management skills
• Ability to work in a shifts model and 24/7 operations
• Effective use of database querying languages and tools to develop queries/reports and analyze business process data is an added advantage
Advanced proficiency in problem-solving and analytical skills with attention

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to detail, ability to investigate and address application issues.

• Strong work ethics and service mentality with the ability to manage multiple tasks
Experience working with reporting tools (Excel, SQL, BI tools) is an

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