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 reports.
• 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):

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