Role Description

We are looking for an enthusiastic merchant service representative who will support our customers by resolving product and service issues, and providing information and education through in-depth knowledge of our products and services.

• Demonstrate a strong commitment to being “Customer Obsessed”, with a strong focus on quality of communication and feedback provided on calls.
• Handle incoming and outgoing calls, create, manage, follow-up and resolve support requests via ticket-based CRM (Zendesk) with a high level of attention to detail whilst providing clients with regular progress updates.
• Resolve customer product or service problems through troubleshooting technical issues, determining the root cause of the problem and selecting, explaining & applying the best solution to the problem.
• Identify patterns & trends for merchant issues as well as attempting to replicate and complete testing to resolve said issue.
• Manage the escalation process where required to better service merchants.
• Contribute towards merchant servicing documentation, both creation and maintenance.
• Manage internal & external system access to support oriented systems.

Qualifications

• A can do attitude, and a willingness to learn, we are keen for you to grow with our business.
• A genuine interest in payments and technology and want to further your skills in the industry.
• Willingness to build relationships and communicate with internal + external stakeholders.
• Adaptability, multitasking and working in a fast paced environment. You will need to have good time management skills.
• Ability to think on your feet and problem solve.
• Flexible to work on a rotating roster in a structured environment.

Requirements

• At least 2 years experience as a help desk technician or a technical customer service support role.
• Proven experience in troubleshooting banking, payments or Point of Sale (POS) systems issues.
• Previous experience working with Zendesk or other ticketing systems.

Benefits

• Work from overseas up to 4 weeks per year.
• Annual team offsite.
• Social events run by our social committee.
• Swap a public holiday and take an alternative day off.
• Paid leave for volunteering.
• Employee Share Option Plan (subject to invitation).
• Paid parental leave for primary and secondary carers.
• Novated lease and salary sacrifice options.