Open to opportunities

Efe Okeh

@efeokeh

Product Support Specialist and Team Lead with 5+ years in FinTech payments, API troubleshooting, and incident resolution.

Nigeria

Message

What I'm looking for

I’m seeking a remote Product Support / Technical Support role with tech companies, specializing in FinTech and digital payment platforms—where I can troubleshoot APIs, manage incidents, and improve reliability and customer experience.

I’m a Customer Support/ Product Support Specialist and Team Lead with 5+ years of experience in FinTech, banking operations, and digital payment systems. I provide Tier 2 product and technical support in high-volume environments, resolving escalated incidents like failed transactions, delayed payments, and system errors through structured troubleshooting and API investigation (Remita API integrations).

I partner closely with engineering and operations teams to diagnose production issues, document technical incidents, and improve system reliability and customer experience. I also handle daily transaction reconciliation and financial validation, use Freshchat and ticketing/incident management tools to manage workflows, and train junior support agents to strengthen SLA compliance and resolution time.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Associate / Lead

Current

Liberty Assured Limited

Jan 2022 - Present (4 years 6 months)

Provide Tier 2 product and technical support for FinTech payment systems and digital platforms, resolving escalated incidents involving failed transactions, delayed payments, and system errors. Perform Remita API troubleshooting, conduct daily transaction reconciliation, and collaborate with engineering and operations to resolve production issues.

Product Support Technical Support Remita API Payment Processing Transaction Processing Incident Management Reconciliations Ticketing Customer Support Cross Functional Collaboration SLA Management

Customer Support Representative

Renmoney Microfinance Bank

Jan 2020 - Jan 2022 (2 years)

Provide frontline support for digital banking and payment platform users, resolving transaction failures, refunds, account access issues, and payment delays. Log and escalate technical incidents to backend and engineering teams and support customer satisfaction improvements.

Customer Support Digital Banking Support Payment Support Incident Escalation Refunds Account Access Customer Communications Customer Satisfaction Cross Functional Collaboration

Customer Service Representative

Union Bank of Nigeria

Jan 2019 - Jan 2020 (1 year)

Support customers with banking transactions and account-related inquiries while handling escalations and documenting customer issues. Assist internal departments in resolving operational banking issues and maintain service quality in a regulated environment.

Customer Service Banking Operations Escalation Handling Documentation Service Quality Management