
Customer Support Specialist
12 hours ago
Overview
Customer Support Role at RepairDeskThe Customer 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.
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.
- 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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