Deputy Managing Editor

A global payments firm is seeking a Product Specialist to join their dynamic The role will be on-site in their Johannesburg office and falls under the Product and Innovation

A bit about the role:

The Product Specialist will be responsible for providing world-class support service to bank partners, ensuring successful customer onboarding and post-live support for POS (Point of Sale), eCommerce and Digital In addition, the Product Specialist will develop, implement, and manage the company s payment

The successful candidate will work closely with the product management team to define product requirements and drive product A key factor to the role will involve analysing market trends, customer needs, and competitive landscapes to identify opportunities for product enhancements and new

Requirements

Your daily adventures include:

Champion the company s suite of payment-acceptance solutions

Provide bank partners with a point of contact for integration support queries and merchant onboarding requests

Interface with internal teams to ensure timely and accurate resolution to all Bank partner merchant integration queries

Support Bank partner with onboarding queries and identify areas that require additional training and education

Deliver training to the partners first-line support team

Build and maintain a knowledge base of FAQs and transfer knowledge to partners teams

Measure an optimise query volumes and track performance against associated KPIs

Identify areas for improvement, with a view of informing the solutions roadmap

Ownership of issues/queries raised by partners and ensuring a successful outcome

Provide support to partners on all White Label plugins

Work closely with the Product Owners for White Label delivery to prioritise any Customer Support backlog requests

Deliver any new product/service assigned to you by the VP of White Label Gateway Acquiring

Explore/evaluate potential new products and services to deliver to the company s White Label Merchant base Your efforts will include but not be limited to the following:

o Using market research and customer engagements to get ideas on products that customers will want

o Assisting in overseeing the design, delivery, and go-to-market planning of the new product

o Take ownership of the product marketing communication process

o Provide management with analyses and reports and respond to questions and requests from management based on the product

What it takes to succeed:

Certificate of Higher Education

Industry recognized IT Service Management qualification

Minimum of 5 years experience in payments troubleshooting/technical support role

Comprehensive knowledge of payment gateway, back office switching and settlement systems, POS devices and Terminal Management Systems

Understanding RESTful APIs, JSON messaging, and front-end and back-end scripting

Knowledge of software development processes and concepts

Ability to organized, prioritise, and handle multiple time-sensitive deliverables in a demanding environment

Knowledge of shopping carts offered in the Market will be an advantage