Customer Support Engineer

Job Description

Africa is on the cusp of an economic revolution. While Internet- and banking-penetration have come late to Africa, a youth-driven tidal wave of change is sweeping across the continent. As a result, both global businesses and local champions are in a race to unlock its potential.

In partnership with Rapyd, the fastest growing Fintech-as-a-Service platform and Multichoice, the largest entertainment platform on the African continent, we are building the payments platform that is capable of meeting the ambitions of the next generation. This is truly the Moment for Africa.

We are looking for a Technical Account Manager to serve as the primary point of contact and support for some of our largest merchant clients. The ideal candidate will have a balance of both technical capabilities and interpersonal skills, with:

1. Strong attention to detail
2. The ability to create and follow processes
3. A propensity to think on their feet

As a Technical Account Manager, you will be responsible for:

1. Being the first line of defense and escalation for any technical issues relating to Moment's merchant customers
2. The timely and professional handling of customer tickets and requests, maintaining Moment's SLA's and customer satisfaction objectives
3. Escalating and owning issues internally and externally with service providers/partners
4. Working across departments (Engineering, DevOps, Prof Services, etc.) to resolve customer's issues

Requirements

1. At least 2-5 years' experience as technical support (Level/Tier 2)
2. At least 2-5 years' experience with Salesforce/CRM/SaaS
3. Knowledge in the following tools: Jira, Confluence, Postman, Salesforce
4. Significant customer-facing experience
5. Great technical writing and verbal communication skills
6. Strong debuggability skills with multiple tools
7. Experience in a payments industry is an advantage
8. Experience in a fast-growing organization is an advantage
9. Fluent in English (writing and verbal) is a must