What We Offer

Competitive Salary Packages
Professional Development Opportunities
Hybrid Work Setup
Equipment Provided
Day 1 HMO
Life Insurance

Position Overview

The Account Executive is responsible for providing efficient technical support to the company's clients and their customers via phone, email, or chat, addressing basic technical issues, and performing predefined tasks. This

role includes managing user administration, processing transactions, generating reports, and assisting with system configurations and e-commerce platform setups. The Account Executive will coordinate customer requests with internal teams and external partners, ensuring timely issue resolution while maintaining high-quality service. Additionally, the role involves thorough documentation of customer interactions and continuous learning to stay updated on Payreto's technologies and industry trends to provide optimal client support.

WHAT WILL YOU DO

Level 1 Technical Support

Respond to and resolve Level 1 technical questions from International clients and their customers via phone, email, or chat. These may involve, but are not limited to, the following

Handle initial technical inquiries from clients/customers
Use multiple communication channels (phone, email, chat)
Resolve basic technical issues and provide clear instructions

User Administration

Add or remove users from the system
Reset user access (e.g., password resets)

Reports and Data Handling

Input or process data into systems accurately
Ensure data entry is correct and timely
Extract and generate reports based on preset configurations to provide clients with needed information
Follow predefined report configurations/templates

Client Support

Assist clients with running simple queries
Help clients troubleshoot data-related issues
Help clients set up and configure e-commerce platforms, and provide troubleshooting and integration support for payment methods and system setup
Coordinate customer requests with internal teams, partners, or third-party vendors for complex issues
Ensure clients receive timely and effective solutions by facilitating communication across departments
Ensure high-quality service delivery as the face of Payreto to clients, maintaining strong relationships

Transactions Management

Process manual financial transactions (refund, reversal, rebill, capture, chargeback)
Follow the correct process for each transaction type
Ensure all transactions are accurately recorded and completed within defined procedures

System Configuration and Integration

Assist with basic system setup/configurations
Support predefined tasks such as system integration and merchant onboarding
Help clients integrate systems based on predefined configurations
Troubleshoot minor integration issues
Provide support for technology integration to maintain smooth operational flow across systems

Merchant Onboarding

Assist new merchants with the onboarding process (setup and configuration)

Documentation

Accurately document each case and issue within the ticketing system or internal documentation tools. Maintain detailed records to ensure proper follow-up and support improvements

Adhoc Tasks

Continuously develop expertise in Payreto applications and supported technologies, such as PSP gateways. Stay updated on industry trends to improve service quality and better support clients
Execute other duties and responsibilities as assigned by the immediate supervisor or manager
Proactively identify and recommend initiatives to enhance departmental efficiency
Demonstrate flexibility in extending working hours as necessary to meet business needs

WHAT SHOULD YOU HAVE

Bachelor's Degree in any field
Must have intermediate to advanced skills in G Suite/MS Office Suite
Must have above-average attention to detail, logical, numerical, and verbal reasoning, and adherence to rules
Process-oriented
Good written and verbal communication skills
Ability to resolve interpersonal conflict in the office
Detail-oriented team player with a positive attitude
Strong problem-solving and analytical skills
Ability to guide, mentor, motivate, and coach the team to achieve goals
Advanced technological skill set
Knowledgeable in Strategic Planning and Quality Management
Ability to work well under pressure with a high degree of accuracy
Ability to establish collaborative working relationships with extended team members
Has at least 1-2 years experience as a Client/Technical Support agent in a BPO/same industry serving international client/s
Must be proactive, a critical thinker, a team player, and have a positive attitude
Good Analytical and Strategic thinking
High attention to details
Results-oriented

Account Executive (API Support)