Specialist I, Merchant Support

Payroc; Northern Ireland; Remote; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a Merchant Support Specialist to provide exceptional service to merchants and partners. This role emphasizes collaboration and problem-solving, ensuring that merchants receive timely solutions to their challenges. The ideal candidate will thrive in a supportive environment that encourages personal and professional growth. With a focus on understanding merchants' needs and maximizing their revenue potential, this position offers a unique opportunity to make a significant impact. Join a team that values innovative thinking and a proactive approach to customer service, where your contributions will help shape the future of merchant support.

Benefits

Work From Home

Qualifications

• Bachelor's degree preferred for this customer support role.
• Strong customer service skills to manage difficult situations.

Responsibilities

• Analyze and resolve merchants' payment-related issues.
• Collaborate with internal teams for escalations and support.

Skills

Customer Service

Proactive Mindset

Interpersonal Skills

Time Management

Multitasking

Education

Bachelor's Degree

Job description

Title
Specialist I, Merchant Support
Contact Center

Reports to
Merchant Support Manager, or equivalent position

Position Overview
This role is to provide exceptional service to our merchants, partners, and resellers. Our merchants and partners will call into our call center, seeking information on their daily deposits, month-end statements, Payroc products, the status of deposits, etc. You will provide solutions to their challenges, bridge knowledge gaps, and proactively recommend ways they can maximize their revenue potential. You have an understanding that our merchants' success is also our success. Being able to work in a collaborative and highly motivated environment is critical. The Merchant Support Specialist will have the responsibility and authority to ensure that our merchants and partners are highly satisfied with the level of service Payroc provides.

What we're obsessive about:

1. Small teams, big things: We'll convey the outcomes our merchants require, provide you with the support and tools to succeed, and let you work your magic, with no needless processes to get in your way.
2. Develop, grow, thrive: We promote a philosophy where you can develop and grow as an individual and team. We encourage you to approach problems uniquely, try new techniques, learn from your colleagues and master your craft.
3. Real people, real problems: We develop solutions to our merchants' real-world challenges. Our Team Members collaborate to build the right things the right way. We are inquisitive about how things work and believe that sharing ideas and insights leads to better, more innovative products.

Duties and Responsibilities

1. Analyze merchants' payments-related issues, assist with disputes, and provide sustainable solutions.
2. Collaborate with other internal teams such as technical support, fraud and risk, business development, settlement, and product for cascading and or escalations of merchants' payment-related concerns.
3. Maintain in-depth knowledge of functionalities for all systems used by the Merchant Support Team.
4. Assist with exceptional and unusual situations or customer concerns with merchant processing and equipment.
5. Ensure that superior customer service is provided to merchants. Working directly with merchants, Agents, operational departments, and partners to handle challenging or complex Merchant and card security questions and concerns.
6. Contribute to process improvement in merchant support by identifying sources of merchant issues, recognizing trends, and sharing reports with the Merchant Support Leads and Manager.

Qualifications

1. Bachelor's Degree preferred.
2. Customer Service - Professionally manages difficult or emotional customer situations, responds promptly to customer needs and requests for service and assistance.
3. Proactive Mindset - Able to proactively identify gaps in processes or products that could potentially lead to merchant churn.
4. Extensive Product Knowledge - Maintain excellent knowledge of our portfolio of products and services to understand merchants' needs.
5. Interpersonal Skills - Must be able to work with leadership to develop long-term solutions for process and service failure points leading to merchant churn.
6. Ability to Multitask - Provide good customer service to ensure each merchant feels like they're the only customer that matters.
7. Time Management - Must be able to prioritize and use time efficiently based on the importance level of the issue at hand.

Travel Component

1. N/A

Working Conditions

1. Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods.
2. Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations.

Job Classification

1. Exempt

At Payroc, we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individuals' qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation, or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

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Benefits:
Work From Home