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TikoSystem Administrator (TSA)

Salary rangeConfidential | Contract type: Permanent

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Job Summary

The TSA will play a key operations role in transforming the business concepts and needs on the ground to core Tikosystem platforms, acting as a bridge between the various actors in the ecosystem. The TSA will be supporting Triggerise Kenya team, working closely with staff including the Tikoystem Lead and Area TikoSystem Managers to troubleshoot and solve the most pressing technical and user issues with TikoSystem in the field with speed and efficiency.
The TSA role is dedicated full time towards the responsibilities listed below and will be based in Nairobi. She/he will report directly to the Triggerise Kenya Tikosystem Data Analyst (TSDA) with a dotted management line to Triggerise Customer Support Lead. The TSA will be responsible for contributing to Triggerise’s global and country strategic goals.

Responsibilities

Strategic Goal
Contributions to improved operations & cost efficiency
Core Responsibilities

  • Troubleshoot tech and user issues in the TikoSystem for all actors and different tech pathways and maintain documentation
  • Timely escalation of  issues to  tech and activation teams as required
  • Respond to all issues raised by actors within 24 hours
  • Ensure correct documentation of all actors in the system including COCs for all Tiko Pros
  • Ensure all actors are mapped on the Tikosystem
  • Timely implementation of recommended and approved changes on Tikosystem
  • Manage relationship with the aggregators to ensure improved user experience
Key Performance Indicators
  • Report on all tech issues handled
  • All issues resolved within 24 hours
  • All Tiko Pros have signed COC and Providers, retailers have signed LOAs which are clearly documented
  • 100% mapping of all actors
Strategic Goal
Contributions to reducing and managing risk
Core Responsibilities
  • Verify photos in the system & identify suspicious activities
  • Timely suspension, termination and reinstatement of actors on the system
  • Ensure Risk Management processes are followed within rapid response timelines
  • Accurate documentation of the risk management process
  • Ensure that all processes are followed and implemented around adding and removing actors from the system
Key Performance Indicators
  • # of suspicious activities identified
  • Correct documentation of all activities as per risk management guidelines and SOPs

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 3 years
Required languages: English (Spoken: fluent | Written: fluent)
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