Customer Support Executive RD Pay

RepairDesk is a modern repair shop management software with 40 powerful integrations and modules. The software is customisable to meet the workflows of single-store multi-store and franchise repair businesses in various industry verticals. Available in 30 languages RepairDesk is trusted by over 3000 businesses globally helping them save time manage inventory and run profitable repair stores.

Tasks

Customer Support Executive - RD Pay is a critical role responsible for delivering exceptional support and service to our customers utilizing RepairDesk Payments solutions. This position serves as the primary point of contact for payment-related inquiries technical troubleshooting and overall customer satisfaction requiring a blend of technical aptitude strong communication skills and a customer-first dedication.

Customer Support & Issue Resolution

• Handle Payment Integrations Support: Manage and promptly respond to support queries related to various payment partners (e.g. Square TSYS PayFacto Blockchyp Payment Sense Stripe PayPal).
• Technical Troubleshooting: Diagnose and resolve technical issues related to payment gateway integrations transactions and hardware (terminals).
• Integration Guidance: Guide clients through the integration setup and configuration process for payment solutions ensuring correct and optimal functionality.

Merchant Onboarding & Activation

• Terminal Management: Provide end-to-end assistance for terminal orders logistics setup configuration and activation ensuring timely delivery and smooth operation of necessary hardware.
• Inactive Merchant Reactivation: Proactively engage with inactive merchants following up on pending documentation and providing necessary support to facilitate account reactivation and successful go-live status.
• Onboarding Support: Offer comprehensive onboarding support to ensure merchants understand how to effectively utilize all features of RepairDesk Payments.

Customer Success & Feedback

• Ongoing Monitoring & Support: Offer continuous support including monitoring the performance of payment integrations and proactively identifying and resolving potential issues to maintain optimal functionality and customer success.
• Gathering Merchant Feedback: Systematically reach out to merchants to collect feedback regarding their experience and satisfaction with RepairDesk Improvement Contribution: Utilize merchant feedback to identify opportunities for enhancement and collaborate with internal teams to implement changes that improve the overall customer experience and service delivery.

Requirements

Qualification:

• Bachelors degree in CS/SE/IT or a related field (or equivalent practical experience).

Experience:

• 13 years in SaaS onboarding customer support customer success implementation or related roles. Experience with B2B SaaS platforms is preferred.
• Experience working with US or international markets is a strong plus.
• Familiarity with CRM and communication tools.
• Exposure to Account Management models is preferred.
• Prior exposure to Customer Support & Success processes.

Skills:

• Comfortable with software setup integrations and basic troubleshooting. Knowledge of POS systems or repair management tools is a plus.
• Excellent written and verbal communication skills to effectively guide clients through complex workflows.
• Passionate about delivering an outstanding client experience and ensuring adoption of the platform.
• Ability to manage multiple onboarding projects simultaneously and meet deadlines.
• Excellent verbal and written English communication.
• Strong analytical and problem-solving abilities with attention to detail.
• Data-driven mindset to identify growth opportunities.

Shift Time: 7 pm to 4 am (Pakistan Time)

Onsite (Monday to Friday)

**Location: Jeff Heights Gulberg III (Lahore)
**

Benefits

• Health Insurance (IPD)- Self Spouse & Children
• Maternity & Paternity Benefits
• Provident Fund
• Paid Leaves (Casual Medical & Annual)
• Profit/Stocks Sharing Plan (Tenured Employees)