Merchant Support Associate

2 months ago

bangalore, India Playo Full time

Company Description:

Playo is dedicated to bringing back the excitement of playing games and making new friends. The Playo app encourages over 3 million users across 5 countries to stay connected, in shape, and happy through playing sports and games. Whether you enjoy solo activities or corporate game sessions, Playo provides a platform for everyone to start playing and stay active.


Role Description :

This is a full-time for a Merchant Support Associate at Playo located in Bengaluru handling all facets of support and success to our Merchant partners including sports venues owners/managers, coaching academies, trainers and event organizers.


We do not expect the candidate to blurt out templatized Q&A call center responses but take time to understand our product/processes and thereafter allay any merchant concerns. So, if you are a self-starter with great interpersonal skills and a high EQ, fluent in oral and written English communication with an exceptional ability to empathize, then you’re the one we’re looking for.


Work Responsibilities:

The Merchant Support Associate will be responsible for providing end-to-end technical support to our merchant partners including:

  • Address inbound merchant partners queries and escalations over calls, tickets and emails
  • Follow up with internal team/merchant partners and with users to ensure resolutions wherever necessary
  • Assisting the business development team with configurations using internal tools
  • Get proficient with internal partner tools to help assist our partner network with their day to day operations
  • Maintaining response and resolution time allocated by the organization
  • Escalating complex issues to higher levels of support
  • Identifying and reporting on trends and patterns
  • Providing feedback and suggestions for improvement


Candidate Qualifications:

  • 2-4 years of experience in a technical/seller/merchant support and success role
  • Client Support, Client Service and Client Success skills
  • Problem-solving abilities with attention to detail and accuracy
  • Strong written and oral communication skills in English
  • Proficient in basic computer skills including internet, email, Google Drive, Microsoft Word/Excel
  • Working knowledge of CRM solutions like Zendesk/Freshdesk
  • Strong interpersonal skills and high levels of empathy

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