Customer Service:

• Provide exceptional support to merchants through various channels (phone, email, live chat) regarding their accounts, transactions, and platform usage.

• Address and resolve merchant inquiries and issues promptly, ensuring high levels of customer satisfaction.

Technical Assistance:

• Assist merchants with technical issues related to payment processing, account setup, and integration with their e-commerce platforms.

• Troubleshoot and resolve technical problems, escalating complex issues to higher-level support or technical teams as necessary.

Account Management:

• Help merchants manage their accounts, including updating account information, resetting passwords, and guiding them through platform features.

• Monitor merchant accounts for any irregularities or suspicious activities and report them to the appropriate teams.

Training and Guidance:

• Educate merchants on best practices for using the platform, optimizing payment processes, and improving transaction security.

• Provide step-by-step instructions and resources to help merchants effectively use the tools and features available to them.

Collaboration:

• Work closely with other support team members, product development, and technical teams to resolve issues and improve the overall merchant experience.

• Participate in team meetings and contribute to the continuous improvement of support processes and policies.

Product Knowledge:

• Stay updated on the latest features, updates, and changes to the platform to provide accurate and up-to-date information to merchants.

• Provide feedback to the product team based on merchant interactions to help guide future product enhancements.