We are seeking a dynamic and versatile individual to join our customer support team as a technical/customer success support professional. In this role, you will play a pivotal role in ensuring the success and satisfaction of our clients on our payment orchestration platform. You will be responsible for addressing customer inquiries, and technical support, and ensuring the seamless integration of our platform into our client's systems.
Key responsibilities:
1. Provide exceptional customer support by responding to inquiries, troubleshooting issues, and resolving customer concerns in a timely and professional manner
2. Hands-on experience in merchant communication, ensuring clear and effective communication with our clients and partners
3. Work with a ticketing system to manage and prioritize customer inquiries, ensuring no request goes unanswered
4. Experience with tools like JIRA and Activcollab is a plus, as you'll be using these to manage and track customer requests and issues
5. Collaborate with our technical team to ensure that client technical issues are addressed effectively
6. Assist with the onboarding process for new clients on our platform, ensuring a smooth transition
7. Collect and document customer feedback to identify trends, areas for improvement, and opportunities for customer education
8. Proactively provide information and updates to customers on platform improvements and security best practices
9. Maintain a strong understanding of industry best practices and trends in the payment orchestration domain
Requirements:
1. Bachelor's degree or equivalent experience
2. Excellent communication and interpersonal skills
3. Basic technical knowledge with the ability to explain technical concepts in simple terms
4. Hands-on experience with a ticketing system
5. Familiarity with tools like JIRA and Activcollab is a plus
6. Ability to adapt to a fast-paced and dynamic environment
7. Previous experience in the payment gateway/orchestration domain is a plus
8. Strong problem-solving skills and a customer-centric approach
9. Previous experience in customer support, technical support, or customer success roles is an advantage
10. Immediate joiners are preferred
