Senior Associate Technical Support - E- Commerce at I&M Bank

PURPOSE:

The position is responsible for supporting E-commerce and Acquiring business through Merchant set up and on-boarding in line with laid down policies, procedures and controls. The resource will also support merchants and act as the first line support desk for all merchants’ technical issues. They will be responsible for in ensuring efficient and effective resolution of all escalated issues and liaise with vendors and card schemes like VISA, MasterCard and Union Pay for any authorization and settlement related queries.

PRIMARY RESPONSIBILITIES:

• Liaise with Digital operations team to set up Merchant establishments on the E-commerce Payment gateway to enable them to accept Visa, Union Pay and MasterCard cards online on their website.
• Liaise with Digital operations team to set up Merchant establishments on the Card Management System acquiring module.
• Support merchants’ web developers to ensure smooth website integration and implementation.
• Support E-commerce Merchants in both technical and administrative issues; act as the first line technical support desk for merchants and other technical deliveries in line with the bank’s acquiring strategy.
• Train Merchants on the Payment Gateway back-office tasks like extraction of payment reports from system, setting up new up new users etc.
• Review documents before opening E-commerce merchant accounts in the payments gateway.
• Upload and archive merchant documentation on the DMS system.
• Monitor system performance and liaise with respective vendors to ensure system uptime as per agreed SLAs.
• Monitor performance & availability and ensure adequate operational reporting for all ecommerce systems (Gateway and CMS)
• Offer expert hands on technical support in all aspect on incident management related to e-commerce and related integration points.
• Work closely with internal IT team to provide top class customer experience.

PERSONAL SPECIFICATIONS

Academic Qualifications

• Bachelor’s degree in Information Technology or its equivalent from a recognized institution.

Professional Qualifications

• Qualifications in ICT Applications relating to the job
• Competences in Microsoft Office Packages, MS EXCEL, MS WORD,
• Website and Applications Development skills

Experience

• Experience in ICT support or Card Applications support.
• At least 2 years relevant working experience

Generic Competencies

• Acquaintance to Banking and Card Management Applications
• Strong web development skills
• Strong ICT Technical skills;

Skills and Attributes

• Excellent communication and interpersonal skills;
• Good organization and presentation skills.
• Report writing skills; and
• Good Numeric skills