Fintech Support Specialist

About the role

The Support Specialist will provide first‑level technical assistance for Pycs’ fintech software solutions, ensuring high availability and smooth operation for banks, SACCOs and other financial institutions. The role works on a shift‑based schedule to support 24/7 service and requires strong analytical and customer‑focused skills.

Key responsibilities

• Respond to customer inquiries and troubleshoot software usage issues within SLA during assigned shifts.
• Monitor applications for performance, functionality and promptly address alerts.
• Maintain and update a knowledge base with detailed resolution steps.
• Collaborate with development and QA teams to report bugs and help implement fixes.
• Generate weekly and monthly system performance reports.
• Escalate unresolved issues to higher‑level support and ensure timely resolution.
• Log all interactions and solutions in the service‑management tool.

Required profile

• Bachelor’s degree in Computer Science or a related technical field.
• Minimum 3 years of experience in software or application support, preferably in fintech.
• Experience with relational databases and IT service management.
• Ability to work shift schedules and adapt to flexible hours.
• Strong communication and interpersonal skills.

Required skills

• Relational databases
• ServiceNow or similar ITSM tools
• Jira
• Entra
• Active Directory (AD)
• ELK stack
• Grafana and other monitoring tools
• Software troubleshooting