Merchant Support

Key Responsibilities

• Track, monitor, and resolve inbound merchant inquiries via phone, email, and chat within agreed service levels
• Troubleshoot Level 1 non-technical product or service issues using established procedures
• Identify root causes of issues and provide effective solutions
• Maintain accurate transaction records and merchant interaction logs
• Escalate complex cases to Level 2 or other teams (Sales, Marketing, Finance, Compliance, etc.)
• Provide clear guidance to merchants for self-resolution where possible
• Prepare reports and assist with ad-hoc projects
• Maintain up-to-date knowledge of Paynamics products and services
• Act as a liaison between internal teams and external legal counsel for all legal matters.

Qualifications

• Bachelors degree in a business, computer, or related field
• 1+ year in BPO, Payments, Financial Tech, or Banking preferred
• Proficiency in MS Office (Word, Excel)
• Strong attention to detail, problem-solving skills, and adaptability
• Excellent written and verbal English communication skills
• Familiarity with ticketing systems like JIRA or FreshDesk is a plus
• Willingness to work shifts, weekends, and holidays