L1 Technical Support Engineer - MoMo

We are looking for an L1 Technical Support Engineer - MoMo with experience in telecom, mobile money, banking, payments, or transaction-processing environments.

Job Responsibilities

• Receive and triage issues reported by customers, agents, and merchants through the contact centre and branch network.
• Verify transaction status — completed, pending, failed, or reversed — before advising customers.
• Handle first-line requests including PIN resets, account/KYC verification, statement clarification, incorrect-recipient transfers, and notification issues.
• Support agent and merchant enquiries related to float balances, till accounts, commissions, and onboarding.
• Escalate unresolved issues to L2 with complete diagnostic information.
• Identify recurring issues that may represent a wider incident rather than individual tickets.
• Record actions, findings, and customer communications accurately in the ticketing system

Job Skills and Qualifications

• Experience with mobile money/payment platforms such as Huawei, Comviva, Ericsson, Fundamo, or similar.
• Basic Python or shell scripting knowledge.
• Exposure to USSD, SMPP, or SMS infrastructure.
• Bachelor’s degree in Computer Science, Engineering, IT, or a related field. Equivalent practical experience will also be considered
• 2–3 years of technical support experience in telecommunications, banking, payments, mobile money, or a similar environment.
• Good understanding of mobile money concepts, including wallets, cash-in/cash-out, P2P transfers, agent/merchant float, commissions, bill payments, airtime top-up, and wallet-to-bank transfers.
• Practical SQL skills, including joins, filtering, aggregation, and time-bounded queries.
• Working knowledge of Linux, including remote access, log searching, file navigation, and service/disk checks.
• Strong discipline when working in production environments.
• Ability to prepare complete technical escalations with transaction references, timestamps/time zones, amounts, channels, counterparties, errors, and troubleshooting already performed.
• Strong written and verbal customer communication skills.