Job 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)
