Product Support Officer

I&M Bank Limited is hiring a Product Support Officer to join its Digital Business team in Nairobi, Kenya. This IT support jobs in Nairobi opportunity is ideal for professionals seeking digital banking jobs in Kenya while delivering customer support, troubleshooting issues, and enhancing digital product performance.

Key Job Information

• Position: Product Support Officer
• Location: Nairobi, Kenya
• Department: Digital Business
• Employment Type: Full-Time
• Experience Level: Experienced (2–3 years)

About I&M Bank Limited

I&M Bank Limited is a leading financial institution in Kenya, offering innovative digital banking solutions across mobile and online platforms. The bank is committed to delivering seamless customer experiences through technology, analytics, and continuous improvement.

Professionals exploring jobs at I&M Bank gain exposure to fintech innovation, agile teams, and career growth in banking IT support jobs in Kenya.

Job Purpose

The Product Support Officer provides first-line support for digital banking products and services, ensuring timely issue resolution and excellent customer experience. The role involves troubleshooting technical and functional issues, responding to inquiries, and collaborating with internal teams to improve product reliability and performance.

Key Responsibilities

Customer

• Provide first-line support for mobile banking, online banking, and digital onboarding platforms.
• Troubleshoot and resolve customer issues, offering guidance on product features and usage.
• Maintain strong knowledge of digital banking products and processes.
• Follow up with customers and branches to ensure issue resolution and satisfaction.
• Escalate complex or recurring issues to technical and product teams.

Enablers

• Collaborate with Product Managers and support teams to identify recurring issues and recommend improvements.
• Work with ICT, Operations, Compliance, and Customer Experience teams to enhance support processes.
• Participate in training programs to improve product and troubleshooting knowledge.
• Assist in training internal teams on digital systems and updates.
• Maintain accurate documentation, FAQs, and knowledge base records.
• Prepare reports on customer issues, trends, and feedback.

Internal Processes

• Log and track all customer interactions in the ticketing system.
• Share diagnostic data with technical teams for faster issue resolution.
• Conduct routine system checks to detect operational issues.
• Participate in User Acceptance Testing (UAT) for new features and releases.
• Ensure compliance with internal controls and operational procedures.

Financial

• Resolve issues efficiently to reduce operational disruptions and service costs.
• Adhere to internal controls to prevent losses from service failures.
• Identify automation and process improvement opportunities.

Required Qualifications

• Bachelor’s degree in Business, IT, Finance, or related field.
• Relevant certifications in digital banking or IT support are an added advantage.

Work Experience

• Minimum of 2–3 years’ experience in customer support, IT support, or digital operations.
• Experience in banking, fintech, or customer-facing IT environments preferred.
• Understanding of digital banking platforms, onboarding, and mobile/online banking systems.

Technical Skills

• Troubleshooting and problem resolution.
• Knowledge of digital banking operations.
• Experience with ticketing systems (ServiceNow, JIRA, Zendesk).
• Basic understanding of APIs, mobile/web applications, and system workflows.
• Incident documentation and reporting.

Behavioral Competencies

• Strong communication and customer service skills.
• Empathy and customer-focused mindset.
• Attention to detail and accuracy.
• Ability to collaborate across teams.
• Capacity to handle multiple cases under pressure.
• Analytical thinking and problem-solving ability.

Benefits and Career Growth

• Opportunity to work in a leading digital banking environment.
• Exposure to fintech systems, digital platforms, and innovation.
• Career growth in IT support, product management, and digital operations.
• Collaborative and agile work environment.

How to Apply for Product Support Officer Jobs at I&M Bank

Candidates interested in I&M Bank vacancies 2026 should apply via the official careers portal at www.imbankgroup.com/ke.

Applicants seeking IT support jobs in Nairobi should submit an updated CV and relevant academic and professional documents before 21st March 2026. Only shortlisted candidates will be contacted.