Technical Support Officer

The Finaro Network Operation Centre is responsible for monitoring our payments processing systems, to ensure our company mission of uptime all the time is achieved. We also deliver 24/7/365 technical support to all our customers - to do this, we operate using a day-night-rest-off shift pattern and an on-call (emergency) roster.

Responsibilities
After gaining a detailed knowledge of Finaro’s systems and technology you will:

• Proactively monitor all our transaction processing systems, to ensure uptime exceeds our expected service levels and our platform always remains stable and operational.


• Assist our customers via email, chat, or call, with any reported technical difficulties with their payments processing activities.


• Troubleshoot identified issues to understand the root cause and identify solutions.


• Work with our clients to resolve any API (integration) implementation problems.


• Escalate any unresolved situations or any internal system faults to the level 2 support or Finaro system owners.


• Take ownership of any assigned tasks until completed successfully.


• Accurately log and update all activities and actions within the company CRM system.


• Conduct a full handover at the end of each shift to make sure operational continuity is maintained.

Requirements

• Have a basic understanding of technology or have the desire to learn.


• Possess excellent written and oral English.


• Be computer literate.


• Be able to analyse data to identify trends or spot issues.


• Have good interpersonal skills for building relationships with colleagues at all levels.


• Take ownership and responsibility for all required duties.


• Display calmness under pressure and can react quickly and efficiently.


• Be flexible and able to work with minimal supervision.

Finaro (Formerly Credorax) - KMP-67941