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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