Partner Support Analyst at MFS Africa

Description

MFS Africa is the leading digital payments hub in Africa, enabling low-cost payments across the continent. The company works in close partnership with mobile network operators and financial institutions to bring simple and relevant payment services to unbanked people. MFS Africa connects over 320 million mobile money users across sub-Saharan Africa through its platform – the MFS Hub. As a B2B company, we enable cross-border payment for mobile money operators, banks, money transfer operators, large corporate and a growing number of SMEs. Our recent partnership with Visa will soon allow us to connect the MFS Hub to Visa.net, effectively connecting African consumers and businesses to the global digital economy. As a technology fintech company, we strive to automate everything we do and run world-class back-office operations spread between Johannesburg, Port-Louis, Accra and soon Nairobi. We also have a compliance team in Johannesburg, London and Port-Louis and are regulated by the FSC in Mauritius and the FCA in the UK.

The Role

We seek a self-motivated and energetic Partner Support Analyst. They will work with the Head of Partner Support and other Analysts to resolve general back office customer calls & technical issues reported by our partners and to ensure that support calls and help desk tickets are dealt with promptly and appropriately. Further to this, they will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.

The Partner Support Analysts should have experience in Telco/ICT customer support environments. They will be required to provide valuable input into the improvement of services through network & service monitoring and to proactively problem-solve to avoid similar issues re-occurring by applying best-practice when resolving customer issues. They will work closely with the team of current Partner Support Analysts in customer-query management and issue resolution.

The position will be based in Sandton, Johannesburg.

The duties and responsibilities of the role will be as follows:

• Responding to calls and tickets logged through the MFS Africa ticketing system

• Consulting system logs to investigate issues described in tickets

• Liaising between Partner Support Analysts, Team Leader, and Head of Partner Support to resolve issues and provide excellent service to partners

• Documenting issue resolution to contribute to department reference and training materials

Requirements

Skills and Competencies

• Self-starter with natural curiosity for constant service improvement

• Fluency in English and French (written and oral) is highly advantageous

• Ability to multitask in an environment with shifting priorities

• Ability to work autonomously in a highly demanding environment

• Solution oriented with solid problem-solving ability

• Strong bias towards action

• Willingness to perform at a level that exceeds expectation

• Ability to undertake their role with the highest level of integrity

Qualifications and Experience

• Diploma/Bachelor’s degree in a relevant field

• Certification in customer care-related courses is an advantage

• Previous experience on the use of various service desk tools

• Advanced technical help-desk experience, with network monitoring tools and methodologies advantageous

• 1 – 3 years of experience in a technical customer support role

• Have the right to work in South Africa (citizen, permanent resident or valid work permit holder)

Benefits

• We have a very diverse work environment with over 28+ nationalities represented and continually strive to build a culture of caring and execution

• We operate a flexible remote working policy

• We offer a competitive salary package and bonuses

• We prioritize the overall well being of our staff through various initiatives aimed at ensuring they reach their full potential in a supportive environment

• We solve relevant problems for Africa and the world in hope of continuing to make an impact on the millions, if not billions, of users who also believe in what we do

• We work at the very cutting edge of fin-tech in Africa