merchant and partner support executive - Business Development and retention supportM2MJ Human Resources Consulting

Description
Job Functions:
• 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:
o collection and completion of documentary requirements from merchants/partners
o liaising with the legal team for contract review and execution
o reviewing of technical documents from partners and flagging any potential issues/inconsistencies
on the transaction flow, connectivity, system compatibility, etc.
o managing/monitoring of any required technical developments/enhancements, both internally by
the Business and externally by merchant and partners
o providing technical support to merchants/partners by understanding their payment processing
requirements
o 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 enquiries 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 to the rest of the team.
Job Requirements:
• Must have a Bachelor's Degree
• 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.
• Computer Literate (MS Office Applications)
• With good command of English communication both written and spoken
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Knowledge: Microsoft Excel, Microsoft Outlook, Microsoft Word
Availability for travel: No
Availability for change of residence: No
People with disabilities: Yes

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