This role focuses on providing high-quality support and account management to in-store merchants using physical payment terminals. It covers query resolution, terminal service performance, settlement-related issues, and account engagement. The incumbent monitors system reliability and coordinates with terminal/acquirer vendors.
The job holder duties and responsibilities shall include: -
- Act as the go-to person for post-onboarding merchant issues related to in-store (POS) terminals.
- Troubleshoot and resolve issues such as terminal login problems, transaction failures, reconciliation discrepancies, or settlement delays.
- Liaise with terminal vendors and acquiring banks (e.g., FIU, MyDebit) to resolve technical escalations or terminal provisioning/configuration requests.
- Monitor daily merchant transaction volume and terminal health to detect early signs of degradation or performance drops.
- Support refund or transaction adjustment requests beyond the void window.
- Assist in reviewing reconciliation mismatches or anomalies flagged by internal finance or merchants.
- Maintain and update internal support documentation, standard processes, and SOPs for merchant servicing.
- Actively engage assigned accounts or partners to gather feedback and strengthen merchant experience.
- Prepare periodic reports on terminal uptime, issue categories, and resolution trends.
- Provide functional guidance to executives under the team if/when the team expands. Assign tasks, monitor workloads, and conduct reviews of performance and SLA compliance.
KEY RESULT AREAS
- Efficient ticket resolution and SLA adherence
- Timely escalation and resolution of hardware/acquirer issues
- Positive merchant feedback and reduced escalation rate
- Functional leadership preparedness and knowledge sharing
- Data-driven reporting on terminal and merchant performance
WORK EXPERIENCES
- Minimum 5 years of experience in payment terminal support, merchant operations, or acquirer engagement.
- Familiar with POS terminal environments, settlement processes, and acquirer systems.
- Prior experience in handling refund flows, chargeback queries, or transaction monitoring tools.
- Excellent communication and escalation handling skills.
