Product Support Officer
AI summary
Omni is hiring a full-time Product Support Officer in Accra, Greater Accra, to provide first-level support for its fintech products. The role involves troubleshooting user issues, escalating technical problems, and helping improve the customer experience.
- Full-time role in Accra, Greater Accra
- Fintech product support and issue resolution
- Coordinate with Product, Engineering and Operations teams
- Salary negotiable
- Apply via email
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Salary negotiable. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in security, internship, segurancaThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in AccraThe vacancy is associated with this location.
- UnclearComfort with the Full time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Product Support Officer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Omni and the role in Accra.
- Add concrete examples related to security, internship, seguranca, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from JobHub Ghana; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
Source and safety check
- JobHub Ghana
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Product Support Officer role in security, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Accra under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Omni before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Location: Accra, Ghana
Industry: Fintech
- Salary negotiable
- Vacancies
- 1
- Open
- Job Type
- Full-time
- Accra, Greater Accra
- Apply via Email
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- Job Description
- Role: Product Support Officer
- Employment Type: Full-time
- Department: Product Development
- About the Role
- We are seeking a detail-oriented and customer-focused Product Support Officer to join our fintech team in Accra, Ghana.
- The Product Support Officer will be responsible for providing timely and effective support to customers and internal users experiencing issues with the company's products and platforms.
- The role will involve investigating product-related issues, resolving user queries, coordinating with Product and Technology teams on technical issues, and ensuring users have a seamless
Experience
with our fintech products.
The successful candidate will have a strong understanding of digital products, excellent problem-solving skills, good communication abilities, and the ability to work effectively in a fast-paced technology environment.
based on user interactions.
Recommend product or process improvements that can reduce customer friction and improve user experience.
Participate in product testing and User Acceptance Testing (UAT) when required.
Transaction & Fintech Support
Support the investigation of transaction-related issues, including failed, pending, reversed, or unsuccessful transactions. Work with relevant Operations, Payments, Finance, Risk, and Technology teams to resolve transaction discrepancies. Follow established procedures for handling sensitive customer and financial information. Escalate suspected fraud, security concerns, or compliance-related issues in line with company policies. Ensure appropriate controls and procedures are followed when handling customer and transaction information.
Reporting & Documentation
Maintain accurate records of product support tickets and user issues.
Monitor and report on support volumes, resolution times, recurring issues, escalations, and other relevant metrics.
Prepare regular reports on product support performance and key user pain points.
Contribute to the development of product support dashboards and reports where required.
Ensure support documentation and issue-resolution records remain accurate and up to date.
Key Performance Indicators (KPIs): Performance in this role will be measured through: Percentage of product support requests resolved within agreed SLA.First-response and average-resolution times.
First-contact resolution rate.
Number and percentage of escalated issues successfully resolved.
Accuracy and completeness of support documentation.
Customer/user satisfaction with product support.
Reduction in recurring product issues.
Quality and timeliness of product feedback provided to Product and Technology teams.
Successful participation in product testing and feature rollouts.
Adherence to product support, data protection, risk, and compliance procedures.
in product support, technical support, customer support, operations, fintech, banking, payments, or a related technology environment.
supporting digital products, applications, platforms, or financial technology solutions.
Good understanding of how digital products and technology platforms work.
Strong troubleshooting and problem-solving skills.
Excellent written and verbal communication skills.
Strong attention to detail and ability to investigate issues thoroughly.
Ability to explain technical or product-related issues in simple, user-friendly language.
Strong organisational skills and ability to manage multiple support requests simultaneously.
Ability to work effectively with Product, Engineering, Operations, Customer Support, and other cross- functional teams.
Proficiency in Microsoft Office or Google Workspace; familiarity with ticketing, CRM, analytics, or product-support tools is an advantage.
Application
Interested candidates should submit their CV and a brief statement highlighting their relevant product support
to
[email protected]
, using GHANA- Product Support Officer as the subject line.
Skills
Communication
Technical Support
Problem Solving
Customer Support
Fintech
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Job Overview
Salary negotiable
Vacancies
1
Open
Job Type
Full-time
Accra, Greater Accra
Apply via Email
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About the Employer
Omni
View Company Profile
Apply via Email
Responsibilities
Product & User
Support: Provide first-level support to customers and internal users experiencing issues with fintech products, platforms, and services.
Respond promptly to product-related enquiries, complaints, and requests through designated support channels.
Guide users on how to effectively use product features, functionalities, and services.
Investigate user-reported issues and provide appropriate resolutions within agreed service levels.
Maintain a strong working knowledge of the company's products, processes, features, and common user issues.
Ensure users receive clear, accurate, and professional responses at all times.
Issue Investigation & Resolution: Troubleshoot product-related issues and determine the likely cause of reported problems.
Reproduce reported issues where necessary to support effective investigation and resolution.
Review relevant transaction details, user information, system responses, logs, or other available information when investigating issues.
Resolve issues within the scope of the role and escalate more complex technical or product issues appropriately.
Follow up on escalated issues to ensure they are resolved within agreed timelines.
Maintain accurate records of reported issues, actions taken, resolutions, and outstanding cases.
Product & Technical Escalation
Work closely with Product, Engineering, Operations, Risk, Compliance, and other relevant teams to resolve product-related issues. Escalate bugs, system failures, transaction issues, and recurring product problems to the appropriate teams. Provide Engineering and Product teams with clear information required to investigate issues, including screenshots, error messages, transaction references, steps to reproduce, and user impact. Track escalated issues through to resolution and communicate updates to affected users or internal stakeholders. Identify recurring issues and recommend improvements to reduce future support volumes.
Product Knowledge & User
Education
Develop and maintain a strong understanding of the company's products and their underlying processes. Support the development and maintenance of product FAQs, user guides, troubleshooting guides, and knowledge-base materials. Assist in educating customer-facing teams on product features, changes, and common issues. Support product launches and feature rollouts by ensuring relevant teams understand new functionalities and support requirements. Keep up to date with product changes, releases, and updates.
Product Feedback & Continuous Improvement: Capture and document customer feedback, product complaints, and recurring pain points.
Identify patterns and trends in support requests and communicate insights to Product and relevant teams.
Provide feedback on product usability, functionality, and customer
Requirements
- Bachelor's degree in Business Administration, Computer Science, Information Technology,
- Engineering, Finance, or a related discipline.
- 2–4 years of