Job Overview
- Handle incoming calls, emails and tickets from merchants and partners; triage and prioritise work to meet SLAs.
- Provide telephone and written support for card payment terminals and ATMs, including guidance during merchant interactions.
- Support installation requests and terminal exchanges: schedule activations, create RMAs, issue return labels and coordinate logistics with vendors and couriers.
- Diagnose and resolve technical and commercial inquiries; perform error analyses and basic troubleshooting (connectivity, error codes, device faults) and escalate complex issues with clear diagnostic detail.
- Help merchants with portal registration and access.
- Respond to all types of merchant inquiries via calls, emails and tickets; ensure flexibility to support peak periods and urgent requests.
- Accurately document processed transactions, incident details and case notes in the ticketing system to maintain a clear audit trail.
- Support related back‑office tasks such as invoice and payment queries, onboarding/deboarding requests and master data updates when required.
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