
Customer Support Associate
3 days ago
The Customer Support Executive plays a crucial role in ensuring seamless customer experiences while working closely with the Payments Integration Specialist. This position involves providing technical support, operational assistance, and process optimization to ensure smooth payment integrations.
Key Responsibilities:
- 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.
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 payment integrations.
- 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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