Full time Dayshift WFH - Finance CS/TECH Specialist (OCTOBER startdate)
RemoteUnited States
Job Summary
Log all work requests, issues, and problems from merchants via phone or email while performing new account setup and configuration. Process Chargebacks and Dispute requests within industry-stipulated timeframes using corporate guidelines. Provide first-level operational support to merchants and partners through phone and email, escalating technical issues as required. Identify, drive, and document problem resolution processes for operational issues with key stakeholders. Manage expectations, provide regular updates on query progress, and proactively contact merchant groups to improve relationships. Communicate clearly about new product features and existing solution functionality. Raise inconsistencies with business processes to improve efficiency and contribute toward team targets. Adhere to Merchant Warrior policies and procedures.
Required Qualifications
- 2-3+ years of experience in Customer Service & Technical support
- prior experience gained in the Payments ecosystem (Payment Processors/Payment Facilitators/Payment Gateways, Acquiring banks (Merchant Onboarding/Support teams), Fintechs or Payment schemes like VISA, Mastercard, AMEX etc)
- Strong work ethic – a 'Can do' attitude and keen to bring a high level of enthusiasm to work
- Excellent customer service skills and happy to engage with customers over the phone and email with a genuine interest in customer satisfaction
- Advanced verbal and written communication skills
- Advanced negotiation and conflict resolution skills
- High attention to detail with minimal errors during merchant/ partner account configuration and other daily work tasks
- Self-driven and enjoy investigating issues, troubleshooting problems and finding resolutions
- Motivated learner interested in the Payments industry and wanting to constantly learn about new and evolving paradigms in Payments
- Excellent time management, decision-making and prioritisation skills
- Good computer skills including Microsoft Office suite of applications, Adobe Acrobat
Desired Qualifications
- Preferably from a Finance (Fintech) CS-TS background, desired but not required
- Some familiarity with Payments Industry terminology and Merchant Acquiring processes is an advantage
- Basic comprehension of online payments/ ecommerce/ Payment Gateways etc
- Familiarity with Deskpro helpdesk software and/or Sharepoint contentmanagement systems is not mandatory but advantageous
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