Job Description Details:
Job title: Merchant Support Coordinator( POS technical support)
Job Location: First Avenue, Petaling Jaya, Selangor
Role type: 12 months initial Contract role( Renewable contract)
Job Description
About the team:-
As part of the Merchant Operations team, customer centricity and operational efficiency is our utmost priority. We strive to provide our partners the best delivery experience through curating seamless procedures, a quick turnaround time, and the execution of high-quality work.
About the Assignment:-
As a Merchant Support Personnel as a part of OmniCommerce, the assignment centers around a Point-of-Sale Product that is under the care of company.
The assignment mainly involves:
- Providing technical assistance and troubleshooting support for Point of Sale (POS) systems.
- Resolving hardware and software issues related to POS systems.
- Collaborating with vendors or internal IT teams for escalated technical issues.
- Documenting POS support processes and procedures for future reference.
- Providing regular updates and communication regarding POS system status and changes.
- Ensuring smooth POS operations to optimize merchant operation experiences
The Core Objectives:
1. Merchant-as-Customer Support
- Provide prompt and professional support to merchants and Collaborative Partner via ticket-based email and live chat.
- Address and resolve merchant inquiries and issues related to account setup, transactions, and platform functionality.
- Escalate complex issues to the appropriate internal teams and follow up to ensure timely resolution.
2. Technical Assistance & Simulation
- Assist merchants and Collaborative Partner with technical issues, including troubleshooting and guiding them through solutions.
- Collaborate with the Technical Support and engineering team to address more complex technical problems.
3. Merchant and Partner Education
- Assist in conducting education sessions towards Merchant and Collaborative Partners to help them maximize the use of our products and services.
- Documenting Support Processes (SOP) as part of education materials and future references.
4. Account Updates and Management
- Build and maintain strong relationships with merchants and collaborative partners to ensure their long-term success of all parties.
- Monitor and maintain merchant accounts to identify and address any potential requests / issues proactively.
5. Feedback and Improvement
- Collect feedback from merchants and collaborative partners to identify common issues and areas for improvement.
- Assist Team Lead on providing suggestions to implement system enhancements based on merchant feedback.
6. Reporting and Analytics
- Provide regular updates to the Merchant Support Lead on the status of merchant accounts and support activities.
- Report to Merchant Support Lead on any unusual / irregular ticket behavior based on the usual day-to-day experience.
Essential Experience / Criteria:
- Able to work in rotating shifts and weekends
- Excellent communication and interpersonal skills
- Structured understanding of operational processes.
- Fluent in written and spoken English and Bahasa Malaysia (Mandarin is a plus)
- Start-up attitude – willing to work / learn hard to get things done.
- Independent Worker – able to work with minimal supervision while adhering to strict operation SLA.
Desirable Experience / Criteria:
- Experience in the POS Industry is a plus.
- Experience in basic Food & Beverage Industry / Retail Industry is a plus.
For Non Negotiable Skills:
- Time Management (Shift-based)
- The agent is expected to adhere to strict SLA during ticket handling.
- Effective Communication
- The agent is expected to provide clear + comprehensible solutions to partners / merchants yet remain open for product / merchant feedbacks.
- Problem-Solving Skills
- The agent is expected to provide solution via various means (simulations, referring to Playbooks etc) towards various inquiries posed by partners / merchants.
- The agent is expected to escalate simulated bugs to relevant team for fixing.
- Patience and Empathy (towards partners and merchants)
- The agent is ideal to be able to have empathy towards the partner/ merchants who came seeking assistance out of utmost urgency.
