Technical Support Expert

2 days ago

Lahore, Punjab, Pakistan beBee Careers Full time
Technical Support Specialist

This role involves providing top-notch support to customers, ensuring a seamless experience while working closely with the Payments Integration Specialist. The ideal candidate will have strong problem-solving skills and excellent communication abilities.

Key Responsibilities:
  • Support Management
    • Troubleshoot technical issues related to payment integrations, including Square, TSYS, PayFacto, BlockChyp, Payment Sense, Stripe, PayPal, and other future payment integrations.
    • Provide step-by-step guidance for smooth integration.
    • Document and escalate complex cases to the appropriate teams for swift resolution.
  • 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.
  • 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.
  • 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.
  • 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.
  • Sales Opportunity Exploration
    • Collaborate with the Payments Integration Specialist to share insights from support experiences, contributing to growth and retention strategies.

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