As a Merchant Support Specialist for a Payment Service Provider (PSP), you will be responsible for providing technical and operational assistance to our merchants and businesses using our payment solutions. Your role will be key in resolving technical and operational issues related to payment integration, transaction management, and platform usage, ensuring our merchants have a smooth and efficient experience.
Key Responsibilities:
Merchant Support:
+Provide proactive and reactive support to merchants to resolve questions and issues related to the payment platform.
+Manage complex merchant cases from receipt to resolution, ensuring a quick and satisfactory response.
Technical and Operational Issue Resolution:
+Diagnose technical issues related to payment solution integration (e.g., API integrations, gateways, transaction failures).
+Help merchants identify and resolve issues related to failed payments, transaction discrepancies, and account adjustments.
Incident Management and Escalation:
+Escalate complex issues to the technical or development team when necessary, ensuring that the merchant receives a timely solution.
+Monitor the progress of escalated cases and keep merchants informed about the status of their incidents.
Education and Technical Assistance:
+Guide merchants in the proper setup and use of our payment platform, explaining features, functionality, and best practices.
Analysis and Feedback:
+Gather data and recurring patterns from merchant inquiries to identify areas for improvement in the product or support process.
+Provide constructive feedback to the development team on potential product improvements and system updates.
Record Keeping and Documentation:
+Document all merchant interactions in the CRM or support tools, ensuring accuracy and up-to-date information.
+Contribute to the improvement and update of knowledge bases, user guides, and FAQs to facilitate self-service.
Compliance with Regulations and Standards:
+Ensure that merchant support is provided in compliance with payment security regulations (e.g., PCI-DSS) and other regulatory requirements within the payment industry.
Requirements:
+Education: High school diploma, preferably with university studies in technology, e-commerce, engineering, or business-related fields.
+Experience: At least 2 years of experience in technical support or merchant service in the payments, fintech, or e-commerce sector. Experience working with payment platforms or gateways will be highly valued.
+Technical Knowledge: Familiarity with payment processing platforms (PSPs), API integrations, and electronic transaction systems.
+Communication Skills: Ability to communicate clearly and effectively, both in writing and verbally, with merchants of varying technical backgrounds.
+Problem-Solving Skills: Ability to independently identify and resolve technical issues, with a focus on merchant satisfaction.
+Interpersonal Skills: Empathy, patience, and the ability to handle stressful situations with merchants in a professional manner.
+Languages: (Optional) Proficiency in English or additional languages is a plus, depending on the merchant market.
+Preferred: Knowledge of payment security standards (PCI-DSS, PSD2, etc.). Familiarity with merchant support platforms (Zendesk, Freshdesk, Salesforce, etc.).
At Fasterpay, we're all about creating a positive and supportive workplace. We believe in a team culture where everyone can grow personally and professionally together.
We celebrate diversity and make sure every voice counts. Our goal is for every team member to feel valued, motivated, and ready to do their best work. By focusing on employee well-being and growth, we're building an innovative environment where everyone succeeds together.