Executive, merchant and partner supportRBT Consulting

Description
Job type: Full-time
Experience level: Mid-Level
Industry: Financial Services
Company size: 201-500 people
Company type: Private
Responsibilities:
- Primarily take on a business partner role and support merchant/partner implementations by handling onboarding procedures and coordinating with the merchant/partner development teams, internal business and technical teams for integration matters.
- Support business development (BD) efforts during pre-sales, implementation, and post-sales support by:
- providing technical expertise to BD team and to merchants and partners during internal and external engagements
- collection and completion of documentary requirements from merchants/partners
- liaising with the legal team for contract review and execution
- reviewing of technical documents (e.g. API) from partners and flagging any potential issues/inconsistencies on the transaction flow, connectivity, system compatibility, etc.
- managing/monitoring of any required technical developments/enhancements, both internally by the Business and externally by merchant and partners
- providing technical support to merchants/partners by understanding their payment processing requirements and by maneuvering internally to obtain the necessary development resources
- conducting internal and external training
- Prepare support-related reports and ad-hoc statistical reports on payment transactions for Management
- Confer with merchants/partners by telephone, by email, in person, or through any other applicable messaging platform to provide information about the Company's products and services.
- Handle merchant/partner inquiries on issues including, but not limited to, transaction tracking, fraud & chargeback transactions, transaction errors, and operational issues in case of any scheduled and unscheduled system changes and outages.
- Keep track of open trouble tickets and escalate them to the related teams if necessary.
- Maintain the FAQs and user guides, as necessary, for merchants and partners.
- Contribute to process improvement by identifying sources of merchant/partner issues, recognizing trends, and sharing reports with the rest of the team.
Minimum Requirements:
- Fresh graduates are welcome to apply.
- Minimum 2 years of working experience in Customer Support and Technical Support preferably from a payment gateway provider, financial/financial technology company, or BPO servicing financial institutions
- 1 year experience of customer support in a payment gateway or call center is a plus
- With Technical and application support expertise is a plus
- Good organization, problem-solving, and time management skills
- Time management and planning skills
- Proficient in using E-Mail, MS Office, various messaging, conferencing platforms and familiar with Zendesk, Confluence
- Strong customer relations and communication skills
- Good command of English and Filipino
Requirements
Minimum education level: Bachelor ́s Degree
2 years of experience
Language(s): English
Availability for travel: Yes
Availability for change of residence: Yes
People with disabilities: Yes

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