Looking for a job

Nelly Velma

@nellyvelma

Message

Technical Support Specialist at PESAPAL LIMITED troubleshooting POS, payment, and merchant connectivity issues.

Kenya

Message

At PESAPAL LIMITED, I investigate merchant issues with POS terminals, payments, connectivity, and system functionality, resolving cases where possible and escalating others to technical teams. I manage support tickets through investigation, updates, and closure while tracking agreed SLA timelines.

As Product Support Officer (POS), I consolidated and uploaded 36 team-completed merchant profiles to the internal knowledge base and centralized training materials and troubleshooting guides. I also uploaded integration resources for Linux, Android, and API3 E-commerce, including simulator documentation.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Pesapal Limited

Jan 2026 - Present (10 months)

Investigates and troubleshoots merchant issues involving POS terminals, payment transactions, connectivity, and system functionality. Manages support tickets, escalates complex cases, and collaborates with internal teams to improve service delivery.

Technical Support Troubleshooting POS Support Payments and Transactions Connectivity Ticket Management SLA Monitoring Escalation Management Cross Functional Collaboration IoT SIM Support Root Cause Investigation Technical Documentation

Product Support Officer (POS)

Pesapal Limited

May 2025 - May 2026 (1 year)

Provided product and POS support to merchants, investigating terminal, transaction, connectivity, and configuration issues. Consolidated merchant profiles and uploaded training materials to the knowledge base.

Product Support POS Support Merchant Onboarding Channel Code Mapping POS Configuration Knowledge Base Management Technical Documentation Linux Android API3 Merchant Visits

Sales Operations Support

Pesapal Limited

Apr 2024 - May 2025 (1 year 1 month)

Supported merchant operations and account maintenance, including terminal configuration and service requests. Handled POS operational tasks and collaborated with Risk, Finance, and Bank Relations teams.

Sales Operations Merchant Operations Account Maintenance POS Operation Reset PIN Management SIM Troubleshooting CNP Enablement Salesforce POS Administration Sabient

Customer Support Agent

Pesapal Limited

Feb 2022 - Apr 2024 (2 years 2 months)

Managed inbound merchant and customer support across multiple channels, resolving transaction and account queries. Escalated complex technical cases and maintained accurate ticket records.

Customer Support Inbound Calls Email Support Social Media Support Ticket Management Escalation Management Client Communication Case Tracking

Customer Service Executive

Calltronix (K) Ltd.

Jul 2021 - Dec 2021 (5 months)

Managed inbound customer calls, responded to service enquiries, and provided clear information to support customer needs. Recorded customer interactions and supported follow-up on service concerns.

Customer Service Inbound Calls Service Enquiries Customer Interaction Recording Follow up

Customer Service Representative

Horizon Contact Centre – Multichoice Kenya (DStv)

Jul 2017 - Jul 2021 (4 years)

Handled inbound and outbound customer calls, providing product, account, and service support to DStv customers. Resolved complaints and supported customer retention through professional communication.

Customer Service Inbound Calls Outbound Calls Complaint Resolution Customer Retention Communication Skills