Implementation and Support Lead- Gateway Acquiring

3 weeks ago


Karachi, Sindh, Pakistan PayTech Nexus Ltd Full time
Implementation and Support Lead - Gateway Acquiring

Job Opening: Implementation and Support Lead - Gateway Acquiring

About the job

Term: 12 months

Relevant experience: 10+ years of relevant experience in Gateway Acquiring

Mandatory requirements:

  • Strong understanding of payment gateways, acquiring systems, and related technologies
  • Proficiency in English and Urdu
Purpose of the Job

The Implementation and Support Lead for Gateway Acquiring will oversee client-side requirements for new feature rollouts, support mandates, major initiatives, and extended support. Responsibilities include direct client support, technical troubleshooting, strategic merchant onboarding, and acting as the SME for MPGS. The role requires collaboration with stakeholders to ensure successful project execution and enhanced customer satisfaction.

Core Responsibilities and Accountabilities
  1. Act as the primary contact for Gateway, coordinating with Mastercard's internal teams and clients to set up projects and follow up on requirements.
  2. Provide on-site support, log requests, and update clients on project status.
  3. Manage urgent technical support issues and specific technical challenges faced by clients.
  4. Conduct regular reviews with clients on open projects and tickets.
  5. Deliver brief platform-specific technical training as needed.
  6. Assist clients with filling out request forms related to the gateway (e.g., change requests).
  7. Coordinate with the client's MPGS technical team to support implementations and production issues.
  8. Support and maintain full configuration of non-corporate merchant organizations as per onboarding guidelines.
  9. Manage access rights and update merchant portal upon acquiring bank notifications.
  10. Support application upgrades and troubleshoot gateway issues.
  11. Participate in troubleshooting calls and provide resolution updates.
  12. Share incident reports detailing causes and corrective actions.
  13. Perform any additional MPGS-related services as agreed in writing.
KPIs
  • Time to Resolution
  • GDV & Transaction Volume
  • Time to Implementation
  • Compliance Rate
  • Customer Satisfaction (VoC/CSAT)
Knowledge and Experience
  • Bachelor's degree in Computer Science, Engineering, Project Management, or related field
  • Over 10 years of experience in acquiring systems
  • Deep understanding of payment gateways and related technologies
  • Experience managing complex banking or financial projects, focusing on acquiring and payments
  • Proven client support and troubleshooting skills
  • Ability to work cross-functionally with product, CIS, and client teams
  • Excellent communication skills, both verbal and written
  • Strong customer service orientation and experience in improving customer feedback scores
  • Data analysis skills to inform decision-making
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