Merchant Support Specialist

2 weeks ago

Kota Damansara Selangor, Malaysia Neurogine Sdn Bhd Full time 30,000 - 60,000 per year

1. Merchant Onboarding & Activation (40%)

*   Guide New Merchants: Proactively guide new merchants through the entire onboarding lifecycle, from application submission to their first successful transaction.

*   Account Setup & Verification: Assist merchants with account creation, business verification (KYC/KYB), and linking bank accounts for settlement.

*   Technical Setup: Walk merchants through downloading the mPOC app, pairing hardware (e.g., card readers), and configuring their initial settings.

*   Training & Education: Conduct welcome calls or virtual training sessions to demonstrate the mPOC app's key features, such as processing payments, issuing refunds, and viewing sales reports.

*   Documentation: Ensure all onboarding activities are accurately tracked and documented in our CRM system.

2. mPOC Application & Technical Support (40%)

*   Frontline Support: Serve as the primary point of contact for inbound merchant inquiries via email, phone, and live chat regarding the mPOC app.

*   Troubleshooting: Diagnose and resolve a wide range of technical issues, including:

*   App login failures and password resets.

*   Transaction processing errors (declines, failures).

*   Hardware connectivity problems (Bluetooth, Wi-Fi).

*   App crashes, freezes, or performance issues.

*   Discrepancies in reporting and transaction history.

*   Escalation Management: Identify and escalate complex or systemic issues to Tier 2 support, engineering, or product teams, providing clear and detailed information for resolution.

*   Issue Tracking: Log, prioritize, and manage all support tickets in our ticketing system ensuring timely follow-up and resolution.

3. General Account & Relationship Management (20%)

*   Account Inquiries: Answer merchant questions related to transaction fees, settlement schedules, chargebacks, and monthly statements.

*   Proactive Communication: Inform merchants about new app features, planned maintenance, or potential service disruptions.

*   Feedback Collection: Act as the voice of the merchant by gathering, documenting, and relaying feedback and feature requests to the product and development teams.

*   Knowledge Base Contribution: Assist in creating and maintaining customer-facing support documentation, including FAQs, how-to guides, and troubleshooting articles to encourage self-service.

Required:

*   Experience: 1-3 years of experience in a customer-facing role such as technical support, customer service, or client onboarding, preferably in a SaaS or FinTech environment.

*   Technical Aptitude: Strong comfort level with mobile technology (iOS/Android), applications, and troubleshooting common connectivity issues.

*   Excellent Communication: Superior verbal and written communication skills, with the ability to explain technical concepts to a non-technical audience clearly and patiently.

*   Problem-Solving Skills: A logical and analytical approach to identifying problems, finding solutions, and driving issues to resolution.

*   Empathy and Patience: A genuine desire to help users, with the ability to remain calm and professional when dealing with frustrated merchants.

*   Organizational Skills: Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

*   Familiarity with Tools: Experience using CRM or ticketing software (e.g., Zendesk, Salesforce, HubSpot, Jira).

Fresh grads encouraged to apply.

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