Consultant: Support Analyst

Title

Consultant: Support Analyst

KEY RESPONSIBILITIES:

Product support

• The main goal of product support analyst is to ensure daily operations run as expected, assist merchants, customers and suppliers with troubleshooting and application support. Configure new stores and assist with UAT. They may also travel to customers' businesses to carry out testing and installations.

CORE RESPONSIBILITIES:

• The main goal of a product support analyst is to educate prospective and current customers on the products offered by their companies.
• Support analysts may also travel to customers' premises to do installations or provide troubleshooting support.
• Ensure software and hardware continue to function as intended, as well as either resolving customer issues or walk in customers through how to resolve issues themselves.
• Assistance with planning and execution of effective and controlled infrastructure or application changes and or maintenance to minimise effect on service to customers.
• Reporting and support of queries from clients.
• Conduct analysis of trends and requirements for payment terminal environment.
• Design and compile procedures relating to internal technical support and operational activities.
• Install, maintain, upgrade and version control for Postilion & terminal software used by customers.
• Understand EMV transactions and requirements.
• Assist with the deployment of payment projects
• Conduct internal and external training on Payment terminal and associated equipment.
• Provide technical support to customers on Postilion & payment terminals and applications.
• Respond to customer queries and complaints.
• Afterhours stand-by & support
• BIN updates
• Understand PCI-DSS requirements
• EMV and POS Certification with Visa (Contact/Contactless) and MasterCard advantageous
• ISO 8583 experience

Transaction switching experience

• Electronic Payments industry 2 to 5 years
• Concepts, Applications, Technologies, Cryptography, PCI & general governance & Compliance
• Experience in payment technologies (Base24, Postilion, Trade Root, ISO 8583 etc.)
• Good understanding of eSocket.POS
• TermApp
• TermPOS
• Good understanding of PCI-DSS
• Good understanding of Postilion Office
• Good understanding of Post Card
• Good understanding of Config Server
• BIN updates
• MS SQL skills
• MS Excel
• Operation processes
• Good troubleshooting skills
• Project support, pilot & roll out

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric /Grade 12
• ITC or Batchelors Qualification will be an added advantage

Professional Qualifications

• NFQ or diploma – IT or finance related
• Postilion or transaction switching courses

Years of Experience

• 3-5 years software support
• Card device implementation & support experience

Other requirements

• The application support analyst is responsible for the BAU Card Payment environment , EMV queries and analysis of POS, IEFT, EMVCo Standards and Specifications as well as the Trouble shooting required
• Adaptability
• Analytical Thinking
• Assertiveness
• Collaboration Communication Skills
• Drive for results (a sense of urgency)
• Professionalism
• Resilience
• Time management, punctuality & availability is essential
• Computer literacy
• MS Word
• Good oral and written communications skills.
• Organisational and prioritisation skills.
• Excellent administrator with strong attention to detail.
• Root Cause Analysis
• Be a team player
• Flexibility in terms of staying late when required e.g. P1’s
• Flexibility in terms of working shifts that may include weekends or after hours
• Numeracy skills.
• Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
• Ability to maintain supreme levels of ethical behaviour
• Ability to identify opportunities for improvement.
• Code 8 drivers & own car preferred.

Education

Languages