A reputable company is looking for a detail-oriented individual to join our platform team in ensuring that uptime services are provided to our customers as well as timely resolving of issues.

Position: Platform Agent
Location: Lusaka
Available Vacancies: 1

Duties and Responsibilities:

• • Ensuring uptime for services and Health checks
  • Liaise with/conduct investigations with providers regarding issues encountered with their services, drive the issue to completion
  • Keep relevant teams (internal, external) updated as required
  • Checking and confirming transactions as well as investigating any issue by using available reporting and data (via back-office, portals etc.)
  • New customer account verification through KYC (Know Your Customer) processes.
  • Competitor analysis
  • Testing of new products, features, functionality etc.
  • Assisting with driving user/staff adoption for new tech products (internally)
  • Assisting with driving customer adoption for new services and offerings etc.
  • Assist with promotional tasks
  • Provide support for management when specific information/data is requested as well as make suggestions and recommendations on how the business can improve promotions
  • Compiling and maintaining SOP’s (process documents) and troubleshooting guides

Qualifications and Extra requirements

• Grade 12 school certificate with 5 credits or better including English and Mathematics.
• Minimum one (1) year experience in a technical support role
• Diploma or better in any related field
• Must be computer-literate
• Must understand how to use software applications, reporting tools, back-office portals etc. on desktop or mobile devices
• Understand the concept of providing support to the business and customers service
• Ability to work under pressure and to tight deadlines
• Willing to assist with additional tasks as required by the business
• Ability to effectively interface with technical teams (internal and external)
• Good interpersonal and communication skills and Pro-active self-learner
• Good problem solving and judgement skills
• Behavioral traits such as attitude, motivation and time management should be present