job description
Join Giant Platinum, a leading fintech innovator, as a Merchant Helpdesk Support Specialist. In this dynamic role, you will be the go-to expert for merchants, providing exceptional technical support, training, and guidance to ensure seamless payment transactions. Your expertise will empower businesses to optimize their payment systems, enhance customer experiences, and drive operational efficiency.
Based in the vibrant regions of Bali, including Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, and Badung, you will collaborate with a diverse team of fintech professionals. This is a unique opportunity to grow your career in a fast-paced, innovative environment while making a tangible impact on merchants and their customers.
If you are passionate about technology, customer service, and problem-solving, we invite you to apply and become a key player in our mission to revolutionize digital payments.
Responsibility
- Provide timely and effective technical support to merchants regarding payment terminal setup, troubleshooting, and maintenance.
- Conduct training sessions for merchants to ensure they are proficient in using payment systems and related software.
- Respond to merchant inquiries via phone, email, and chat, resolving issues with professionalism and efficiency.
- Collaborate with internal teams to escalate and resolve complex technical issues.
- Maintain accurate records of merchant interactions, issues, and resolutions in the helpdesk system.
- Stay updated on the latest fintech trends, payment technologies, and industry best practices.
- Assist in the onboarding process for new merchants, ensuring a smooth and seamless experience.
- Provide feedback to the product and development teams to improve payment solutions based on merchant needs.
Qualifications
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Proven experience in a technical support or helpdesk role, preferably in the fintech or payments industry.
- Strong understanding of payment terminals, POS systems, and related technologies.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Ability to troubleshoot technical issues and provide clear, step-by-step guidance.
- Proficiency in using helpdesk software and CRM systems.
- Strong problem-solving skills and the ability to work under pressure.
- Willingness to work in a flexible environment and adapt to changing priorities.