Merchant Support Specialis

About US
Headquartered in New York City, USA, B2B Soft is an established leader in the development, implementation, and support of retail management systems (RMS) designed for the wireless retail industry. With over 10 years in business, we have built a best-in-class point of sale (POS) solution recognized by major telecom operators and serving customers across North America.

As a true product organization, we work seamlessly with clients to ensure that the evolution of the platform is always in sync with their business needs, with a solid infrastructure behind it. Recent addition of the autonomous product suite well coincides with the post COVID-19 reality and enables telecom operators to conduct all aspects of their commerce via kiosks.

A client’s success is our priority. Innovation is our tool. We care about customers by going above and beyond in intellect and effort. We are honest and curious. And we are agile, applying our knowledge and skills to best serve our clients and partners. Here, you will work with advanced products, be part of open and transparent culture, learn both IT and business and advance quickly.

Summary: As a Merchant Support Specialist, you will have the opportunity to join a close-knit, dynamic team and serve as a trusted advisor to our merchant clients. In this role, you will assist business owners in the US, helping them maintain their merchant accounts, resolve payment issues provide up-to-date information about their services. By providing exceptional support through calls and emails, you will contribute to a seamless client experience while gaining valuable insights into the payments industry and developing a strong foundation for a career in financial services.

Key Responsibilities:

• Help existing and prospective customers by providing timely and accurate information about B2BSoft payment solutions Respond to support queries via phone and email

• Provide guidance on account-related questions, processes, and system navigation.

• Troubleshoot and resolve funding delays or discrepancies in transactions. Process requests for account updates ensuring compliance with company policies.

• Provide clear and complete documentation and notes on all service inquiries

Our requirements:
• Fluent/advanced English (MUST!)
• Previous experience in the Support field
• Ability to work night shifts (support working hours 15:00 — 04:00 UTC are covered within 6 shifts)!!!
• An experienced PC user (General Microsoft Windows knowledge) • Training and time-management skills
• Communication and listening
• Understanding of conflict resolution

• Empathy, positive attitude and Self-Control

Optional:
• Experience in working with CRM and Jira;

Compensation/Benefits:
Our culture is a collaborative, hands-on community where all voices are welcome at the table and existing associates’ welcome new employees with open arms. We are in an exciting phase of accelerated growth, and we welcome motivated individuals keen to hit the ground running. We also offer career and proficiency development plans and free English courses with native speakers.