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LATRO Managed Services

LATRO Managed Services

·24 days ago

L1 technical support engineer - momo

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Location

onsite, Kabul, Kabul, Afghanistan

Commitment

Full Time

Level

Junior (<2 years)

Required skills

Technical supportMobile moneyTelecomSQLLinuxPythonShell scriptingUSSDSMPPSMS infrastructureTransaction processingKYC verificationTroubleshootingTicketing systemsCustomer communication

Job Description

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.

Ready to join the team?

Apply now