Want to build your skill with technical support, especially within the payments and FinTech world Do you have experience with APIs, or want to learn more about how they work in the financial services This opportunity with Payreto could be your next step to build that knowledge!
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 WE OFFER
- Competitive Salary Packages
- Professional Development Opportunities
- Hybrid Work Setup
- Equipment Provided
- Day 1 HMO
- Life Insurance
WHAT SHOULD YOU HAVE
- Bachelor's Degree in any field, preferably with a technical background
- Has at least 1-2 years experience as a Client/Technical Support agent in a BPO/same industry serving international client/s
- Advanced technological skill set: knowledge with programming languages and APIs are a plus
- Must have intermediate to advanced skills in Google Suite/MS Office Suite
- Strong written and verbal communication skills
- Must have above-average attention to detail, logical, numerical, and verbal reasoning, and adherence to rules
- Process-oriented and results-oriented mindset
- Ability to resolve interpersonal conflict in the office
- Detail-oriented team player with a positive attitude
- Strong problem-solving and analytical skills
- 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
- Ability to guide, mentor, motivate, and coach the team to achieve goals
