Customer Support Executive

KEY RESPONSIBILITIES

• Handle inbound/Email helpdesk contacts (calls, email, chat) from merchants, bansks, and B2B partners related to POS terminals, transaction disputes, MDR/TID/MID queries, and onboarding issues.

• Troubleshoot and resolve Level 1 & Level 2 issues related to Pine Labs POS hardware and software, payment gateway failures, settlements, and reconciliation discrepancies.

• Support bank networks and DSA partners with queries related to merchant onboarding, AR/ACH processes, and fee structures (MDR, IER).

• Accurately log all interactions in the CRM/ticketing system, ensuring correct tagging of issue types, sub-categories, and resolution codes.

• Escalate, participate for complex issues to Level 2 / specialist teams while maintaining ownership of the ticket and follow-up communication.

• Achieve and maintain set KPIs including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), and Abandoned Call Rate (ACR).

• Adhere to rotational shift schedules including night shifts, weekends, and public holidays in line with 24×7 operations.

• Participate in regular calibration sessions, product training, and process updates to stay current with Pine Labs product changes.

• Maintain compliance with data privacy, PCI-DSS guidelines, and Pine Labs internal SOPs at all times

Skills and experience:

Essential

Excellent written and verbal English communication skills

Good knowledge of computer and Microsoft Excel.

Good in problem-solving skills, analytical skills and logical reasoning.

Committed towards assigned responsibilities.

Quick learning skills.

Open to work on all Bank Holidays and Sundays.

Flexible to work in Rotational shifts, including late Shifts and Night.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 6+ years Experience.