Merchant Support Agent at Traction Apps

Role Overview

• We are looking for driven passionate problem solvers and self-starters to join our team.
• In this role, you will be responsible for resolving first-level complaints from merchants via social media, emails and phone calls.
• Also, to be available to take all enquiries from incoming calls and cross-sell Traction's products and services.

What You’ll Do

• Conduct regular visits and support of Merchants to ensure up-time on POS terminals.
• Provide on-site support to customers that use Traction apps products
• Attend customers' complaints, enquiries, and resolve issues via phone and first-level support.
• Work hand in hand with the sales team to carry out deployments and deliver on leads.
• Prepare and submit daily activity reports including issue resolution, feedback, and performance report.
• Escalate the issues/complaints to higher authority for solution if needed.
• Conduct network maintenance, troubleshooting, and debugging of the POS terminals.

What You’ll Need (Requirements)

• B.Sc Degree preferred
• At least 1 year experience in a relevant role
• Thorough understanding of the Fintech industry
• Ability to relate professionally with merchants/customers, attending to their needs in a proactive manner
• Strong communication skills.

Our Values:

• Ownership: At Traction, we take the initiative to achieve favourable results
• Invent & Innovate: We are constantly developing and designing solutions
• Growth Centered ( self and customers): You keep pursuing growth and learning
• Team Spirit (collaborative): We are a team that works together to achieve a common goal
• High Ethical Standard: Respect, trust, honesty, and moral character are values that we uphold
• Customer Driven: We see everything we do at Traction on how it will impact our customers
• Above & Beyond: We don't just do what's expected of us; We go the extra mile

Why Traction?

• Join a high-potential organization. This is a unique opportunity to join a rapidly scaling the business where we expect you to approach things differently, and solve problems for business owners
• Meaningful Rewards: Competitive Base Pay, Flexible Leave Plan, Health Insurance
• Captain your career path. Live, work, and breathe in an environment with limitless opportunities for growth, both professionally and personally. A personal learning budget used to invest in your growth
• The Best Team. Working with a motivated and talented team plus regular team bonding events.