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Power Your Online Payments with CCBill
Merchant Support Specialist – T2
Location
Serbia
Posted
112 days ago
Salary
0
Seniority
Senior
Job Description
Merchant Support Specialist – T2
CCBill
• Design, develop, and implement comprehensive training programs for merchant support agents, encompassing product knowledge, technical skills, customer service, and problem-solving techniques • Conduct onboarding sessions for newly hired support agents to introduce them to company policies, systems, and processes • Provide continuous learning opportunities for the existing merchant support team to enhance their skills, deepen their understanding of our offerings, and improve their ability to handle complex customer inquiries • Develop engaging training materials, including presentations, videos, job aids, and interactive exercises to support the training curriculum • Assess the effectiveness of training programs through various evaluation methods, such as quizzes, role-playing exercises, and practical evaluations • Partner with internal teams, such as product development, compliance, and operations, to stay updated on the latest product features, updates, and policies • Continuously evaluate and enhance training processes and methodologies to ensure they align with best practices and industry standards • Contribute to building and maintaining a comprehensive knowledge base for merchant support agents • Keep abreast of industry trends and changes in the payment processing landscape to ensure our support team remains informed and adept at addressing merchant concerns • Provide one-on-one coaching and mentorship to support agents, assisting them in resolving complex issues and improving their overall performance
Job Requirements
- Bachelor's degree in Business, Communication, Education, or a related field
- Proven experience as a trainer, preferably in a customer support or financial services environment
- Excellent presentation, communication, and facilitation skills
- Strong knowledge of online payment processing concepts and related technologies
- Familiarity with learning management systems and e-learning tools
- Ability to adapt quickly to changes and learn new technologies and processes
- Demonstrated ability to work collaboratively in a team-oriented environment
- Strong problem-solving and analytical skills
- Patience, empathy, and a customer-centric approach
- Experience with instructional design and content creation is a plus.
Benefits
- Professional development opportunities
- Remote work options
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