Customer Support Executive - RD Pay at RepairDesk

Lahore, Punjab, Pakistan -

Full Time

Start Date

Immediate

Expiry Date

07 Jun, 26

Salary

0.0

Posted On

09 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Payment Integrations Support, Technical Troubleshooting, Integration Guidance, Merchant Onboarding, Terminal Management, Inactive Merchant Reactivation, Customer Success, Feedback Gathering, Process Improvement, SaaS Onboarding, Customer Support, Communication Skills, Problem-Solving, Analytical Skills, Data-Driven Mindset, CRM Familiarity

Industry

Software Development

Description

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 3,000 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 Payments.Process 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: Bachelor’s degree in CS/SE/IT or a related field (or equivalent practical experience). Experience: 1–3 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)

Responsibilities

This critical role involves delivering exceptional support for RepairDesk Payments solutions, serving as the primary contact for payment inquiries, technical troubleshooting, and ensuring overall customer satisfaction. Responsibilities include managing payment integrations, guiding clients through setup, handling terminal logistics, and proactively engaging inactive merchants for reactivation.