Platform Support Agent.

Job description

The Platform Support Agent is responsible for ensuring the continuous availability and performance of digital services offered by the business. The team actively monitors services provided by external partners and addresses any issues that may arise, with a strong focus on uptime, customer experience, and operational efficiency.

Key Responsibilities:

• Ensure maximum uptime and reliability of customer-facing services.
• Promptly investigate and resolve service-related issues.
• Collaborate with external providers to troubleshoot and drive resolution of platform-related issues.
• Maintain clear and timely communication with internal and external stakeholders regarding service status and issue resolution.
• Perform regular health checks across all platforms.
• Generate and analyze Mobile Money and transaction reports.
• Track service performance and flag anomalies proactively.
• Conduct in-depth investigations into service disruptions and transactional anomalies.
• Use internal tools (e.g., portals, dashboards, back-office systems) to support troubleshooting efforts.
• Verify and validate customer transactions and accounts as part of issue resolution.
• Follow KYC protocols and verify new customer accounts.
• Communicate with providers to resolve service issues and ensure accountability.
• Participate in testing new products, features, and platform functionalities.
• Assist in promoting new offerings and driving internal and external adoption.
• Contribute to promotional activities and suggest improvements to campaign strategies.
• Prepare and maintain standard operating procedures (SOPs) and troubleshooting guides.
• Support management with data and information requests.
• Conduct competitor analysis to inform strategy and development.

How to Apply

Interested candidates who meet the above criteria should submit their application letter, Curriculum Vitae (CV), and copies of professional qualifications to applyhumanr@gmail.com by Wednesday, 1st July 2026.