DNA Payments Group

• Provide first-line support to customers via telephone, email, and online chat. • Diagnose, troubleshoot, and resolve a range of technical and operational issues, aiming for first-contact resolution wherever possible. • Manage customer enquiries relating to billing, payment terminals, connectivity issues, software functionality, product logistics, stock orders, and terminal replacements. • Conduct root cause analysis and escalate complex issues to relevant teams when required. • Maintain accurate records of customer interactions, troubleshooting steps, and resolutions within CRM and support systems. • Meet agreed KPIs and SLAs to ensure a consistently high standard of customer support and service delivery. • Utilise platforms such as Salesforce, telephony systems, and other internal tools to effectively support customers and manage cases. • Contribute to continuous improvement initiatives by identifying recurring issues and recommending process enhancements.

• Provide first-line support to customers via telephone, email, and online chat. • Diagnose, troubleshoot, and resolve a range of technical and operational issues, aiming for first-contact resolution wherever possible. • Manage customer enquiries relating to billing, payment terminals, connectivity issues, software functionality, product logistics, stock orders, and terminal replacements. • Conduct root cause analysis and escalate complex issues to relevant teams when required. • Maintain accurate records of customer interactions, troubleshooting steps, and resolutions within CRM and support systems. • Meet agreed KPIs and SLAs to ensure a consistently high standard of customer support and service delivery. • Utilise platforms such as Salesforce, telephony systems, and other internal tools to effectively support customers and manage cases. • Contribute to continuous improvement initiatives by identifying recurring issues and recommending process enhancements.

• Works alongside the Senior Sales Managers (High Risk) as we grow the merchant/partner portfolio across game of skill. • Proactively ensure merchant/partner go live and onboarding experiences are low friction and speedy through clearly documented process, training, and ongoing support throughout the go live process; • Monitor the ongoing performance of the game of skill merchant/partner accounts portfolio to ensure we proactively identify problems early and act as the trusted partner • Co-ordinate with the other teams across DNA to help resolve customer queries and problems, and ensure process improvements that support game of skill revenue growth are implemented internally • Provide structured performance reporting to Game of Skill Merchants and Partners • Ensure new product releases or improvement to processes are communicated and trained to the game of skill estate • Be on hand to provide ad hoc support and guidance for merchant and partner queries. • Ensure support tickets are resolved in a timely manner and within SLA