Customer Support Executive

2 weeks ago

Lahore, Punjab, Pakistan RepairDesk Full time

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Strategic Talent Maestro: Orchestrating Acquisition Success Across Diverse Industries including IT, Startups, Education and Chemical.

Position: Customer Support Executive - Payments

Overview

The Payments Support Executive at RepairDesk plays a crucial role in ensuring a seamless customer experience while working closely with the Payments Integration Specialist. This position involves providing technical support, operational assistance, and process optimization to ensure smooth payment integrations. As expertise grows, this role offers opportunities to identify sales prospects, enhance customer retention, and contribute to business growth.

Key Responsibilities

  1. Support Management
    • Handle and resolve queries related to payment integrations, including Square, TSYS, PayFacto, BlockChyp, Payment Sense, Stripe, PayPal, and other future payment integrations.
    • Troubleshoot technical issues and provide step-by-step guidance for smooth integration.
    • Document and escalate complex cases to the appropriate teams for swift resolution.
  2. Merchant Engagement
    • Collaborate with the Payments Integration Specialist to re-engage inactive merchants, identify barriers to activation, and resolve them.
    • Offer tailored solutions and training to help merchants maximize the benefits of RepairDesk Payments.
    • Build and maintain relationships with merchants to ensure long-term engagement and loyalty.
  3. Terminal Orders & Activations
    • Oversee the entire process of terminal orders and activations, ensuring merchants receive and set up their hardware promptly.
    • Assist with setup, configuration, and onboarding for smooth day-to-day operations.
  4. Feedback Collection & Process Improvement
    • Gather merchant feedback to assess their experience and identify areas for improvement.
    • Work with the Payments Integration Specialist to streamline internal processes and enhance customer experience.
  5. Ongoing Support Retention
    • Monitor customer activity to proactively identify and resolve potential issues.
    • Act as a liaison between technical teams and customers, ensuring clear communication and timely issue resolution.
    • Provide ongoing guidance to optimize the performance of payment integrations and related systems.
  6. Sales Opportunity Exploration

    Collaborate with the Payments Integration Specialist to share insights from support experiences, contributing to growth and retention strategies.

Qualifications

  • At least 1 year of experience in an international campaign, preferably in a technical support or customer service role.

Skills & Abilities

  • Excellent communication and interpersonal skills for effective customer interaction.
  • Strong problem-solving skills with a proactive approach.
  • Proficiency in CRM systems, Excel, and other support tools.
  • Ability to work independently and thrive in a fast-paced environment.
  • Eagerness to transition into a role with sales responsibilities and growth opportunities.

This is an office-based position in a collaborative and innovative environment. You will work closely with the Payments Integration Specialist to ensure top-tier customer support while driving continuous improvement.

Why Join Us?

At RepairDesk, we believe in fostering a growth-oriented and dynamic work culture. This role offers an excellent opportunity to develop critical skills in customer support, with a fast-track career growth path leading to sales and retention responsibilities.

Ready to take your career to the next level? Apply now and become a part of our team at RepairDesk

Seniority level

Entry level

Employment type

Full-time

Industries

Software Development

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