
Payment Support Specialist
2 days ago
Job Overview:
The Payment Support Specialist plays a crucial role in delivering exceptional customer experiences while working closely with the Payments Integration Team.
This position involves providing technical support, operational assistance, and process optimization to ensure seamless payment integrations.
Key Responsibilities:
- 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.
- Collaborate with the Payments Integration Team to re-engage inactive merchants, identify barriers to activation, and resolve them.
- Offer tailored solutions and training to help merchants maximize the benefits of payments.
- Build and maintain relationships with merchants to ensure long-term engagement and loyalty.
- 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.
- Gather merchant feedback to assess their experience and identify areas for improvement.
- Work with the Payments Integration Team to streamline internal processes and enhance customer experience.
- 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.
- Collaborate with the Payments Integration Team to share insights from support experiences, contributing to growth and retention strategies.
Requirements:
- A minimum of 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.
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