This position is the first line of support for our valued merchants. They will answer Merchants’ questions for after-sales and daily operations, troubleshoot basic issues and ensure Merchants have a positive experience using our any of our platforms. They play a vital role in building strong relationships with our merchants. 

• Assist Level 1 Merchant Support team members with more complex inquiries, acting as a resource for problem-solving and best practices. 
• Track, monitor, and resolve inbound merchant inquiries and requests via phone, email, and messaging applications within the service level and in a professional manner. 
• Supervise operational activities of the assigned L1 team by ensuring equal distribution of tickets within the assigned team. 
• Effectively escalate complex issues to Level 2 support or other relevant teams 
• Resolve Level 1 Non-technical product or service problems using established procedures and knowledge base resources.
• Identify the root cause of issues based on reported merchant concerns and provide appropriate resolutions. 

• At least 2 - 3 Year(s) of working experience in the related field (BPO, Payments, Financial Tech & Banking) is preferred. 
• Proficient with relevant MS Office applications such as Word and Excel.
• Detail-oriented, organized and focused on accuracy.
• Able to work independently and as part of a team.
• Excellent English communication and interpersonal skills, both written and verbal
• Strong problem-solving and analytical skills
• Amenable in shifting schedules and working on weekends/Holidays.
• Able to learn quickly and adapt to a fast-paced and dynamic environment.
• Familiarity with a ticketing system (ie. JIRA, FreshDesk)
• Positive and professional attitude with a willingness to learn and grow.