Technical Support Engineering Interns

Maviance PLC is a fast-growing digital financial service provider and technology consulting company. Maviance PLC is part of the Maviance Group which consists of daughter companies in Germany, France, and the UK. Maviance Group is specialized in delivering customized solutions and value-added services as well as industry specific web and mobile solutions for telecom, utilities and financial institutions, businesses and governments, with a key focus in emerging economies.

Maviance PLC as a fintech develops, operates, and grows a technological platform that focuses on increasing and facilitating access to digital financial services (including bill & payment aggregation, retail payments, agent banking, corporate & bulk payments) to people, companies and government entities of all income level across Cameroon.

Maviance PLC is engaging in its expansion phase in Cameroon and within the CEMAC (Central African) region with the goal of establishing the company as the #1 leading player in the Fintech and Digital Financial space.

To help us grow into the company that can bring meaningful change to the way people get access to great financial products and services, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.

We are seeking self-motivated and energetic Technical Support Engineering Interns, who will work with the Head of API Partner Support and other Analysts to resolve general back-office customer calls & technical issues reported by our partners or detected internally and to ensure that support calls and help desk tickets are dealt with promptly and appropriately. Further to this, they will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.

The Technical Support Engineering Interns should have experience in Telco/ICT customer support environments. They will be required to provide valuable input into the improvement of services through network & service monitoring and proactively problem-solving to avoid similar issues re-occurring by applying best practice when resolving customer issues. They will work closely with the team of current Partner Support in customer-query management and issue resolution.

The position will be based in Douala - Cameroon.

The selected candidates should be able to work from both office and home.

Responsibilities will include but not limited to;

• Monitoring system alerts and investigating abnormalities across the network reported by our monitoring systems
• Responding to calls and tickets logged through the Maviance ticketing system
• Customer Support (Tier 1 & Escalations): Managing general inquiries, payment reversals, and business user concerns.
• Payment Service Availability: Ensuring that our payment platform is online and functioning without disruption.
• Transaction Failures & Downtime Management: Quick resolution of failed or delayed transactions.
• API & Integration Support: Handling issues from corporate customers integrating with our payment gateway
• Security Incidents: Detecting and responding to fraud attempts, data breaches, and compliance-related issues.
• System Performance & Scaling: Monitoring server loads, API performance, and response times.
• Liaising between Customer Support Tier 1, Customer Support Tier 3, and Line manager to resolve issues and provide excellent service to partners
• Documenting issue resolution to contribute to department reference and training materials

• Diploma/bachelor’s degree in a relevant field
• Certification in ITIL or customer care-related courses is an advantage.
• Previous experience on the use of various service desk tools
• Advanced technical help-desk experience, with network monitoring tools and methodologies advantageous
• Self-starter with natural curiosity for constant service improvement
• Ability to multitask in an environment with shifting priorities
• Ability to work autonomously in a highly demanding environment
• Solution oriented with solid problem-solving ability
• Willingness to perform at a level that exceeds expectation
• Ability to undertake their role with the highest level of integrity
• MUST: Excellent command of English & French Language: Reading, Writing, Speaking

• Fast paced and dynamic environment, where you can make an impact.
• Opportunity to work with leading technologies.
• Growing global organization with a highly entrepreneurial spirit
• Opportunity to join the Maviance Team

Application deadline: 25/02/2025