Merchant Support Specialist T2

CCBill is an online payment services provider used by more than 30,000 websites globally that supports the needs of both new and established businesses in the ecommerce and online space. Typical projects on the CCBill side include integration with new processors, improving reporting, and enhancement of systems that can handle high volume transactions with high availability over 3 satellites in Phoenix, Ashburn and the Netherlands. You will have the opportunity to work on both existing and new products and features.

As a Merchant Support Specialist Tier 2, you will play a crucial role in enhancing the knowledge and skills of our Merchant Support team. You will be responsible for designing, delivering, and continuously improving training programs to equip our support agents with the necessary expertise to deliver exceptional customer service. You will collaborate with various internal stakeholders to ensure that our merchant support team stays up-to-date with the latest industry trends, policies, and platform enhancements.

Location: Serbia

Working schedule:  Tues - Sat | 10pm - 6am CEST

Who qualifies: Merchant Support Specialists T1.

Key Job Requirements:

• 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, as well as familiarize them with our products and services.
• 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, and provide feedback to trainees and management.
• Partner with internal teams, such as product development, compliance, and operations, to stay updated on the latest product features, updates, and policies. Most importantly with Restful API/Advanced API.
• 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, enabling them to access information quickly and efficiently.
• 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.

Key Skills and Qualifications:

• 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.

This is an exciting opportunity to work with a highly innovative and creative team, in a great working environment.