App Support Specialist / 1 week, 5 days ago
Monrovia, Liberia, Not specified
Company Overview:
Talwa HR Solutions is recruiting on behalf of one of its clients for the position below. Our client is a licensed financial institution regulated by the Central Bank of Liberia with operations spanning over 20 countries worldwide, including but not limited to Nigeria, Canada, and Sierra Leone.
Overview & Description:
The App Support Specialist will provide first-line support to users of BanffPay’s digital platforms, including the Customer App, Agent App, and TDM App. The role focuses on resolving user issues, guiding customers through app usage, escalating technical problems when required, and ensuring a positive customer experience. This role is critical to daily operations and customer satisfaction.
Responsibilities:
Application & User Support
- Provide day-to-day support to users of the Customer App, Agent App, and TDM App.
- Respond to customer inquiries, complaints, and issues via approved support channels.
- Assist users with onboarding, login issues, transactions, and general app navigation.
- Track, log, and follow up on user-reported issues until resolution.
Issue Resolution & Escalation
- Identify and troubleshoot basic application and system issues.
- Escalate technical issues to the technology team with clear documentation.
- Follow up on escalated cases and keep users informed of progress.
- Support incident resolution during service disruptions.
Customer Experience
- Provide friendly, professional, and timely support to all users.
- Educate users on how to use BanffPay applications effectively.
- Maintain a high standard of customer service at all times.
- Help reduce repeat issues by guiding users correctly.
Operations & Reporting
- Maintain accurate records of support tickets and resolutions.
- Prepare basic daily or weekly support reports when required.
- Support compliance with internal policies, data protection, and confidentiality requirements.
- Assist with testing or verification of app fixes when required.
Requirements:
- Must be a Liberian citizen.
- Diploma or certificate in Computer Operations, Information Technology, Computer Science, or a related field.
- Basic knowledge of computer operations, web applications, and mobile applications.
- Comfortable using smartphones, web platforms, and basic office tools.
- Prior experience in customer support or helpdesk is an advantage.
Skills & Competencies:
- Strong communication and interpersonal skills.
- Customer-focused and patient.
- Basic troubleshooting and problem-solving skills.
- Ability to explain technical issues in simple terms.
- Good record-keeping and attention to detail.
- Willingness to learn and adapt in a fast-paced environment.
Additional Information:
Key Performance Indicators (KPIs):
- Timely resolution of user issues.
- Customer satisfaction and feedback.
- Accuracy of issue logging and escalation.
- Adherence to support procedures and response times.
Working Conditions:
- May require occasional weekend or extended-hour support during incidents or launches.
- Office-based with possible field or remote support when required.
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Talwa HR Solutions
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AddressB626 Villancy House #3
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