Merchant Support Specialist, T2

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

📋 Description

• Create, develop, and execute extensive training programs for merchant support representatives.

• Facilitate onboarding sessions for newly recruited support agents that cover company policies, systems, processes, products, and services.

• Offer ongoing learning opportunities for the current merchant support team.

• Create training materials such as presentations, videos, job aids, and interactive activities.

• Evaluate training effectiveness through quizzes, role-playing scenarios, and practical assessments.

• Provide constructive feedback to trainees and management.

• Collaborate with product development, compliance, and operations teams regarding product features, updates, and policies.

• Continuously assess and enhance training processes and methodologies.

• Establish and maintain a comprehensive knowledge base for merchant support agents.

• Keep abreast of industry trends and developments in payment processing.

• Offer personalized coaching and mentorship to support agents.

• Assist agents in tackling complex issues and enhancing their performance.

⛳️ Requirements

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

• Demonstrated experience as a trainer, preferably 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.

• Ability to swiftly adapt to changes and acquire new technologies and processes.

• Proven capacity to work collaboratively in a team-focused environment.

• Strong problem-solving and analytical capabilities.

• Patience, empathy, and a customer-focused mindset.

• Experience in instructional design and content creation is an advantage.

• Understanding of Restful API/Advanced API.

🏝️ Benefits

• Full-time employment.

• Remote work setup.

• Working hours: Sun–Thu, 2pm–10pm CEST.

• Excellent working environment.

• Opportunity to collaborate with a highly innovative and creative team.