These positions will be situated in Stellenbosch and involves supporting merchants remotely.
The job scope covers online and POS support and spans Card and QR payments, and various software applications such as airtime and electricity sales.
Training will be offered the opportunity to advance support skills from device activation and onboarding, handling advanced technical and financial queries.
As Support Officer, client engagement will start with supporting new and existing merchants. Training these merchants in using Android and Point-of-Sale devices with the specific software loaded on them. Exposure to various online solutions and payment rails. The ideal candidate will be the face of the client and must be passionate about understanding the needs and creating a positive customer experience.
Queries from the merchants will be via VoIP phone, WhatsApp and email. Queries will range in complexity from simple "how-to" questions to over-the-air trouble shooting using Terminal Management and other systems to resolve issues.
A good understanding of daily merchant demands, android software and strong analytical and troubleshooting skills are key to being successful in this role.
Key areas of Responsibility
Responsibilities
Expected to advance through a skills matrix as you progress in your career, thereby exposing more responsibilities including(but not limited to)
Device and Platform Back-Office Support
- Meet and exceed operational targets
- Support and assist merchants with onboarding
- Train merchants to use the POS device to take payments and sell VAS
- Train online merchants how to setup to optimise the clients payment and communication experience
- Provide exceptional customer support by responding accurately to phone, e-mail and WhatsApp enquiries
- Assist merchants with installing and using additional software(such as Stock Management) on the devices as appropriate
- Escalate critical merchant situations to management
- Become fluent in demonstrating the devices and related software
- Clearly explain the advantages and benefits of using the android device
- Process daily workflow/calls/support/orders/quotes on the respective platforms
- Track and administer all support cases to ensure timely resolution and follow-up
- Train new Support Officers in the full skills matrix
- Manage dispute handling process
- Manage onboarding process
- Monitor system Audit trail
- Manage and process the PIN reset process through authentication
- Execute and manage Access request process for internal users from end to end
- Manage internal user profiles, roles and permissions providing monthly reports
- Perform daily testing on all features(card acceptance, cash acceptance VAS purchases, merchant liquidations, etc)
- Perform reversals of merchant and/or customer funds
- Execute suspensions, revivals and live cycle of customer wallets
- Minimum Grade 12 or equivalent, relevant Diploma/Degree beneficial
- Clear Criminal and Credit history
- Outstanding communication, interpersonal and admin skills
- Excellent verbal presentation skills
- Critical thinker and problem solver
- Demonstrates creativity, resourcefulness, energy, passion, integrity, honesty, smart-thinking and teamwork capabilities
- Good at relationship building and maintenance
- Must be able to operate in a regulated work environment
- A support track record will be advantageous
- Working hours - 7h00-22h00;7days; 45h00 per week
- Contactable references required
Should you not be contacted after 2 weeks of submission of your CV, please consider your application as unsuccessful.
Desired Skills
- training
- teamwork
- critical thinking
- troubleshooting
- analytical
