Senior Associate Technical Support
4 weeks ago
ABOUT THE COMPANY
I&M Bank Limited, is a commercial bank in Kenya, the largest economy in the East African Community. It is licensed by the Central Bank of Kenya, the central bank and national banking regulator
JOB SUMMARY
The position is responsible for supporting E-commerce and Acquiring business through Merchant set up and on-boarding in line with laid down policies, procedures and controls. The resource will also support merchants and act as the first line support desk for all merchants' technical issues. They will be responsible for in ensuring efficient and effective resolution of all escalated issues and liaise with vendors and card schemes like VISA, MasterCard and Union Pay for any authorization and settlement related queries.PERSONAL SPECIFICATIONSAcademic QualificationsBachelor's degree in Information Technology or its equivalent from a recognized institution.Professional QualificationsQualifications in ICT Applications relating to the jobCompetences in Microsoft Office Packages, MS EXCEL, MS WORD,Website and Applications Development skillsExperienceExperience in ICT support or Card Applications support.At least 2 years relevant working experienceGeneric CompetenciesAcquaintance to Banking and Card Management ApplicationsStrong web development skillsStrong ICT Technical skills;Skills and AttributesExcellent communication and interpersonal skills;Good organization and presentation skills.Report writing skills; andGood Numeric skills
RESPONSIBILITIES
Liaise with Digital operations team to set up Merchant establishments on the E-commerce Payment gateway to enable them to accept Visa, Union Pay and MasterCard cards online on their website.Liaise with Digital operations team to set up Merchant establishments on the Card Management System acquiring module.Support merchants' web developers to ensure smooth website integration and implementation.Support E-commerce Merchants in both technical and administrative issues; act as the first line technical support desk for merchants and other technical deliveries in line with the bank's acquiring strategy.Train Merchants on the Payment Gateway back-office tasks like extraction of payment reports from system, setting up new up new users etc.Review documents before opening E-commerce merchant accounts in the payments gateway.Upload and archive merchant documentation on the DMS system.Monitor system performance and liaise with respective vendors to ensure system uptime as per agreed SLAs.Monitor performance & availability and ensure adequate operational reporting for all ecommerce systems (Gateway and CMS)Offer expert hands on technical support in all aspect on incident management related to e-commerce and related integration points.Work closely with internal IT team to provide top class customer experience.
REQUIRED SKILLS
Technical support, IT support, Communication, Troubleshooting
REQUIRED EDUCATION
Bachelor's degree
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