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What We Need

• We are looking to hire a Technical Support (L2), who will play a crucial role in providing high-quality technical assistance to our customers and internal teams.
• The ideal candidate for this role will be responsible for troubleshooting and resolving complex technical issues related to our payment solutions and platforms.
• Your expertise and dedication will contribute to ensuring a seamless and satisfactory experience for our clients.

What You Will Do

• Respond to and resolve complex technical inquiries and issues related to our products and services. This involves analyzing problems, identifying root causes, and providing effective solutions in a timely manner.
• Offer exceptional customer support through various channels (phone, email, chat) while maintaining a friendly and professional demeanor. Ensure customer satisfaction by addressing their concerns promptly and accurately.
• Proactively monitor and manage reported incidents, including prioritization, escalation, and timely updates to stakeholders. Work towards reducing the mean time to resolution (MTTR) for critical incidents.
• Develop and maintain an in-depth understanding of our payment solutions, including platform functionality, integration methods, and API documentation. Stay updated with the latest developments and upgrades to provide accurate information to clients.
• Collaborate with cross-functional teams, including developers, product managers, and QA engineers, to identify and resolve issues, as well as improve the overall product performance and reliability.
• Create and update technical support documentation, knowledge base articles, and troubleshooting guides to enhance the support teams efficiency and enable self-service for customers.
• Track and analyze key performance indicators (KPIs) to measure and improve support team performance. KPIs may include customer satisfaction (CSAT) scores, first-response time (FRT), average resolution time, and ticket closure rate.
• Participate in training sessions for teams, sharing your knowledge and expertise to ensure consistent support quality across the team.
• Suggest process improvements and provide feedback to enhance the efficiency of the support operations and contribute to an outstanding customer experience.

Requirements

• First degree in Computer Science or any relevant field
• 3+ years Cognate experience in the Financial Technology or IT Infrastructure sector
• Familiarity with Java or similar languages
• Prior experience in any ITIL (Incident Management) tool is a plus
• Prior experience in implementing ITIL processes in a company is a plus
• Agile methodology experience is a must
• Experienced in IP networking, routing, connectivity, etc.
• Working knowledge of API workflow and Testing
• Knowledge of relational/document-oriented databases incl. SQL
• Excellent communication and problem-solving skills
• Customer-focused mentality with attention to detail and accuracy
• Discipline in properly following up on all customer requests
• A critical thinker and excellent interpersonal skills.

Benefits

Compensation: Highly competitive

Our Benefits

• Medical cover
• Flexible work schedule
• Profit share
• Learning and development opportunity

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What We Need

• We are looking to hire a dynamic Brand and Communications Manager to help us take our media relations and content strategy to the next level.
• The role will operate to ensure SeerBit’s message is communicated to the press and stakeholders, in line with our organizational PR vision, values, and goals.
• This position requires a hands-on communication manager to serve as our in-house press office.
• The role offers the opportunity to work with the media and external stakeholders – local and international – and to establish a media network for SeerBit, as Africa’s most trusted payment gateway ecosystem, as well as support the digital communications strategy for the organization.

What you will do:

• Review and define SeerBits overall PR vision, goals, and values in line with the Brand objectives.
• Develop media strategies for campaigns, products, and announcements.
• Help strengthen the company’s position and visibility in Nigeria and African markets;
• Build consumer-facing, and consumer-relevant press relations activities working autonomously, as well as closely with relevant agencies, as required;
• Exploring proactive and reactive press coverage opportunities for the company;
• Drive results on external relations activities to position key leadership as keynotes, panelists, or judges at major industry events;
• Manage PR agencies in the region and work closely with marketing leads and SeerBit’s leadership to attain PR results;
• Link PR campaigns between key markets and marketing/products for timely promotions and media activities;
• Dealing with media requests from different stakeholders across Nigeria and Africa where it operates in a timely manner.
• Building and maintaining relationships with media outlets and journalists in different sectors both locally and internationally;
• Monitoring, reporting on, and maintaining media coverage results;
• Engaging with key internal and external stakeholders to maintain a consistent and accurate flow of information;
• Supporting organization, promotion, and coverage of events and conferences;
• Working closely with social media, branding, and SEO teams to ensure optimized communication flow, both internally and externally;
• And perform any other task as may be assigned by the Head of Marketing and Senior Management team.

Requirements

• Bachelors degree in Marketing, Communications, Journalism, or a related field.
• Strong digital communications skills including e-sentiment monitoring and SEO- conscious writing for digital PR activities;
• Familiarity with media databases forward features, and press request tools.
• Ability to build good relationships with key influencers, industry voices, media outlets, and journalists;
• Skilled in using PR to drive business results;
• Efficiency in copywriting, editing, and proofreading;
• Strong time management skills and ability to prioritize workload as required;
• Experience managing PR agencies is desirable;
• Awareness of PR, social media, branding, and SEO best practices;
• Experience in the fintech or financial PR sector would be an advantage

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