Merchant Support Specialist – T2

This is a fully remote position, open to applicants in Serbia.

📋 Description

• Create, design, and execute comprehensive training initiatives for merchant support agents, covering areas such as product knowledge, technical expertise, customer service, and problem-solving strategies.

• Facilitate onboarding sessions for newly recruited support agents to familiarize them with company policies, systems, and procedures.

• Offer ongoing learning opportunities for the current merchant support team to enhance their skills, broaden their understanding of our products, and improve their capacity to manage complex customer inquiries.

• Develop captivating training resources, including presentations, videos, job aids, and interactive activities to reinforce the training curriculum.

• Evaluate the effectiveness of training initiatives using various assessment methods, such as quizzes, role-playing scenarios, and practical evaluations.

• Collaborate with internal teams, including product development, compliance, and operations, to remain informed about the latest product features, updates, and policies.

• Continuously assess and improve training processes and methodologies to ensure alignment with best practices and industry standards.

• Assist in building and maintaining a comprehensive knowledge repository for merchant support agents.

• Stay updated on industry trends and changes in the payment processing sector to ensure our support team is well-informed and capable of addressing merchant concerns.

• Provide personalized coaching and mentorship to support agents, helping them resolve complex issues and enhance their overall performance.

⛳️ Requirements

• A Bachelor's degree in Business, Communication, Education, or a related discipline.

• Demonstrated experience as a trainer, ideally within a customer support or financial services setting.

• Exceptional presentation, communication, and facilitation abilities.

• In-depth knowledge of online payment processing concepts and associated technologies.

• Familiarity with learning management systems and e-learning platforms.

• Capability to adapt swiftly to changes and acquire new technologies and procedures.

• Proven ability to work collaboratively in a team-oriented environment.

• Strong analytical and problem-solving skills.

• Patience, empathy, and a focus on customer satisfaction.

• Experience in instructional design and content development is a plus.

🏝️ Benefits

• Opportunities for professional development.

• Options for remote work.